FFS... Last thing I need!! (LONG)

[StoneLaughter]

Re: FFS... Last thing I need!! (LONG)

LOL Wendy - you're right - not that useful in this particular case but it shows what idiotic lengths we have to go to, to get the customer service we're paying for!!!

So - no response; I'm posting this in the morning...

Dear Sirs

RE: MY COMPLAINT LETTER OF 6TH JANUARY

I am writing regarding the subject letter which has been acknowledged but not answered. I have to say that, given that it is twenty days since I sent you that letter, I am disappointed that your investigation is not already complete and your conclusions delivered. I find it an utterly preposterous suggestion that my letter has made its way to someone’s desk within 5 days and yet a subsequent fifteen days have been insufficient to investigate it, decide upon and craft a response, and send it. This is the work of a couple of hours at most.

In my initial letter I gave you seven days to respond; I realise now that I was hopelessly optimistic in this demand. Please however reassure me that I will not be waiting for the FSA mandated maximum of eight weeks for a response to my complaint; I can only point out that my initial letter was about (and I quote) “…customer service at its quintessential worst…” – by delaying your response more than is necessary you are simply reinforcing this impression.

So – I urge you in the strongest possible terms to bring this matter to a swift conclusion – your due diligence would be very much appreciated.

Yours faithfully,

[StoneLaughter]

Re: FFS... Last thing I need!! (LONG)

Got another letter today - not clear whether it's a reply to Letter 2 or simply an automatic nonsense; but basically it says:

blah blah blah apology blah blah taking longer than expected blah blah get back to you with a detailed response shortly.

I guess they really ARE going to make me wait the full 8 weeks... if that's the case I won't wait for their statement of final response (assuming any response received is not one I accept) I will simply forward my complaint to FOS as out of time for a response.

8 weeks is up on 3rd March... no response or unacceptable response goes to FOS on the 4th.

[natweststaffmember]

Re: FFS... Last thing I need!! (LONG)

They are sticking to FSA complaint handling timescales, I think that letter is what is called a holding letter advising of timescales for further correspondence.

[StoneLaughter]

Re: FFS... Last thing I need!! (LONG)

They are sticking to FSA complaint handling timescales, I think that letter is what is called a holding letter advising of timescales for further correspondence.

Thanks Nattie... kinda thought that was it. Like I say above - if it goes to 8 weeks without a response I'm happy with, it goes straight to FOS. They have 8 weeks to reach a MUTUAL resolution to the complaint; not 8 weeks for an initial response.

[StoneLaughter]

Re: FFS... Last thing I need!! (LONG)

p.s. Nattie - that number you gave me for their complaints department isn't - it's just another route into their catch-all call centre. I was well gutted innit.

[StoneLaughter]

Re: FFS... Last thing I need!! (LONG)

I'm writing my "sending this to the FOS" letter now, ready for when I get home from work tomorrow. I'll post it up when I'm done.

[StoneLaughter]

Re: FFS... Last thing I need!! (LONG)

OK - here's the letter I'll be sending to A&L on Tuesday evening if no response in Tuesday's mail. Please feel free to criticise either letter... it's what I'm here for after all!

Dear Sirs
RE: DIRECT DEBIT GUARANTEE
I wrote to you on 6th January 2009 with my complaint (see ENC) over your failure to honour the direct debit guarantee. You have not resolved my complaint (nor indeed responded in any substantive way at all) within the FSA mandated eight week maximum period and therefore I have now forwarded my complaint to the Financial Ombudsman’s Service.
Yours faithfully,

and here's the letter that'll be going to the FOS in the same post.

Dear Sirs
RE: FAILURE TO HONOUR THE DIRECT DEBIT GUARANTEE
I enclose my complaint letter to Alliance and Leicester (sent on 6th January) and a subsequent hastener letter sent on 26th January. There has been no substantive response to my complaint; indeed the only correspondence I have received from Alliance and Leicester regarding this matter are one letter on 13th January stating that my original letter had been received and one on 13th February stating that investigation was taking longer than expected. The eight week maximum period mandated by the FSA has now passed and thus I am writing to you.
I would be grateful if you could please investigate as quickly as possible and advise me of the outcome.
Thank you
Yours faithfully,

[Budgie]

Re: FFS... Last thing I need!! (LONG)

Both look great Stoney

[StoneLaughter]

Re: FFS... Last thing I need!! (LONG)

Both sent. Totally hoping the FOS do this QUICKLY. What should I expect to happen, and assuming the FOS finds in my favour, what can I expect them to DO?

[StoneLaughter]

Re: FFS... Last thing I need!! (LONG)

Anyone?

[natweststaffmember]

Re: FFS... Last thing I need!! (LONG)

Anyone?

It will cost the bank £450 case fee.
What did you ask the bank to do? How did you ask them to compensate you? That is what should happen.

[StoneLaughter]

Re: FFS... Last thing I need!! (LONG)

Cool. I notice they've refunded some charges already... but they haven't written to me explaining nor contacted me in any way. Hopefully the Ombudsman will see that and make them DO something.

[StoneLaughter]

Re: FFS... Last thing I need!! (LONG)

I got another letter... apparently they're STILL investigating and they hope I don't mind - our letters must have crossed in the post. Oh well.

[StoneLaughter]

Re: FFS... Last thing I need!! (LONG)

Acknowledgement from the FOS today. But they did say they have a large number of "enquiries" at the moment and they would get to mine "as soon as possible".

[StoneLaughter]

Re: FFS... Last thing I need!! (LONG)

OK, today I received a complaints form from the FOS.

A couple of days after my complaint went in to the FOS, the bank gave me back my charges plus £50. Is that enough to make me back off? What do you lot think? Have the bank made a reasonable "offer" of compensation? Do I continue to push this through the FOS for more?

Cheers