TSB complaint with ombudsman

civil12345 · 21 March 2019 at 10:07AM

Just reading the article about TSB complaints with the ombudsan from July to December last year. Seems like most of them have been processed and decisions made. Mine hasn't. I complained to TSB at the start of August and the ombudsman (as TSB hadn't done anything) in mid October. Its been with them over 5 months. I've rang the ombudsman service a couple of times for an update and it still hasn't even been allocated to an adjudicator. I'm told it's because it involves fraud... the fraud team suspended my account - no idea why and never had any contact with them it just magically got suspended and unsuspended a few days later (that's part of the complaint).

Is there anything I can do about this? The process just seems too long. How long do I have to wait before I can complain about the service from the ombudsman service?!

eskbanker · 21 March 2019 at 10:21AM

If you're unhappy with the way FOS are dealing with your complaint, you can complain about them at any time: https://www.financial-ombudsman.org.uk/about/complaints-about-our-service.htm

Five months does seem extreme, but if your complaint is about something that is already resolved (in terms of access to your account) then I can see why it might not be seen as a particularly high priority.

civil12345 · 21 March 2019 at 10:24AM

Thanks, I think I'll wait until it gets to 6 months then complain that way.

meer53 · 21 March 2019 at 9:55PM

Banks can suspend and unsuspend accounts whenever they like if they suspect fraud. If that's the only reason for your complaint, it won't go far with the FOS. The banks aren't allowed to tell you why they've suspended your account, so complaining about that won't wash either.

TSB complaint with ombudsman

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