Almost 90% of TSB complaints upheld by ombudsman - MSE News

Having your complaint upheld by the Financial Ombudsman Service is one thing. Getting TSB to comply with the decision is entirely another... https://forums.moneysavingexpert.com/discussion/5899463/when-banks-dont-act-on-fos-findings

Bermonia wrote: »

The issue with the case in the thread is that a ‘decision’ has not been issued merely an opinion... somehow it has got stuck with an adjudicator when it should’ve been passed up to an ombudsman to make a legally binding decision ages ago.

Adjudicators issue decisions (that's what they call them) and they give a limited amount of time for both parties to reject their decision, in which case the rejecting party must refer the case to an Ombudsman who will issue a decision that is legally enforceable in court.

The issue with the case in the thread is that both TSB and the complainant accepted the decision, but TSB failed to comply with the decision, but was unwilling to reject it. That left a clearly inexperienced and inept adjudicator unsure of how to proceed, and was certain if it was passed to an Ombudsman this would result in a lower amount of compensation. Her manager eventually advised that TSB were not playing ball and the case should go to the Ombudsman, whereupon TSB insisted that it was willing to comply and the complainant was responsible for passing the case on.