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Hi hope this is the right place.
Last summer I decided to reclaim the charges on my old mortgage account with UCB Homeloans.
They amount to £1200 and I did all the usual sar,pre lim and lba and then in August last year I sent a complaint to the FOS.
All I have been getting from them is the 4 weekly letters stating we are busy and sorry bbut your complaint cannot be dealt with yet.
Today I sent a stern e-mail asking what the hell was going on as it has been 11 months and nothing happening.
The following is the reply:
I can only apologise for the delay in your complaint being allocated to an adjudicator for assessment. Whilst we aim to resolve most complaints within 6 - 12 months, this timescale is a guideline only. Depending on the complexity of the issues involved, some cases may take longer to reach a resolution. Unfortunately, one reason for the delay is due to the large number of complaints that this service has received in the last year.
I note your comments regarding your other two complaints that have been dealt with even though they were referred to us at a later date. Our role is to reach a decision based on what we consider to be fair and reasonable in relation to a particular complaint. However, we have recently seen a large increase in the number of mortgage arrears complaints that are being referred to us. Therefore, these types of complaints have been the subject of much discussion between senior management due to the wider implications it may have on the banking industry as a whole. I can also assure you that work has been going on behind the scenes in relation to complaints about mortgage arrears fees.
Although we will endeavour to deal with your complaint as soon as we are able, I cannot provide you with a specific timeframe.I appreciate that this may cause you further frustration and once again can only apologise for the length of time that it is taking to deal with your complaint. If you do wish to complain about our service, you can write to the Service Review Team. The Service Review Team's role is to deal with complaints about the manner in which a complaint has been handled by our service.
I wondered if anyone hear has put a mort charge claim through FOS and had the same probs?
I didn't go to court as I wasn't sure of the arguments and from what I've read otr the mort companies tend to fight these and to be honest I didn't think I stood much chance.
All comments would be welcomed as I am not sure what to do.
thanks
Last summer I decided to reclaim the charges on my old mortgage account with UCB Homeloans.
They amount to £1200 and I did all the usual sar,pre lim and lba and then in August last year I sent a complaint to the FOS.
All I have been getting from them is the 4 weekly letters stating we are busy and sorry bbut your complaint cannot be dealt with yet.
Today I sent a stern e-mail asking what the hell was going on as it has been 11 months and nothing happening.
The following is the reply:
I can only apologise for the delay in your complaint being allocated to an adjudicator for assessment. Whilst we aim to resolve most complaints within 6 - 12 months, this timescale is a guideline only. Depending on the complexity of the issues involved, some cases may take longer to reach a resolution. Unfortunately, one reason for the delay is due to the large number of complaints that this service has received in the last year.
I note your comments regarding your other two complaints that have been dealt with even though they were referred to us at a later date. Our role is to reach a decision based on what we consider to be fair and reasonable in relation to a particular complaint. However, we have recently seen a large increase in the number of mortgage arrears complaints that are being referred to us. Therefore, these types of complaints have been the subject of much discussion between senior management due to the wider implications it may have on the banking industry as a whole. I can also assure you that work has been going on behind the scenes in relation to complaints about mortgage arrears fees.
Although we will endeavour to deal with your complaint as soon as we are able, I cannot provide you with a specific timeframe.I appreciate that this may cause you further frustration and once again can only apologise for the length of time that it is taking to deal with your complaint. If you do wish to complain about our service, you can write to the Service Review Team. The Service Review Team's role is to deal with complaints about the manner in which a complaint has been handled by our service.
I wondered if anyone hear has put a mort charge claim through FOS and had the same probs?
I didn't go to court as I wasn't sure of the arguments and from what I've read otr the mort companies tend to fight these and to be honest I didn't think I stood much chance.
All comments would be welcomed as I am not sure what to do.
thanks
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