** won ** BankSmart

[colin a]

Once again thanks gor your quick response

[EXC]

No probs, let me know how you get on.

[colin a]

Hi just received another invoice for £712 for remaining costs, log into client account to access claims and accounts
i take it i shall ignore and await for acknowledgment of my complaint as the last thing i want to do is log into there website, please advise many thanks

[EXC]

Hi just received another invoice for £712 for remaining costs, log into client account to access claims and accounts
i take it i shall ignore and await for acknowledgment of my complaint as the last thing i want to do is log into there website, please advise many thanks

Yes just ignore, it's quite 'normal' for them to continue to bill you despite a complaint.

[colin a]

Thank you once again for your quick response

[colin a]

I sent letter of complaint recorded, after reading through post, you advised to email also, i never did email as i thought this would cause a bombardment of emails, after last time 2012, i blocked there emails due to harrassment and they went straight to spam, am i ok doin this as i dont want contact through email as they keep asking me to log in, this was very stressfull last time, please advise

[EXC]

I sent letter of complaint recorded, after reading through post, you advised to email also, i never did email as i thought this would cause a bombardment of emails, after last time 2012, i blocked there emails due to harrassment and they went straight to spam, am i ok doin this as i dont want contact through email as they keep asking me to log in, this was very stressfull last time, please advise

That's fine, sending it by recorded mail is the important bit.

[colin a]

Hi just received today

[colin a]

Sorry
the end of the letter said if you would like to have your concerns addressed formally within 5 working days and withdraw your formal complaint, please contact complaints @banksmart . Co. Uk, by post and please provide a telephone number
in the meantime and if we do not hear from you our investigations will continue
they then sent a complaints procedure which comprises of 3 steps,
1 client support
2r register a complaint
3 referral to fos

[colin a]

End of letter

[colin a]

All very confusing to what there trying to achieve here as the wording is all very contradictory as is all there correspondence from 2012 .

[Amethyst]

They do like to talk around the houses, but basically your complaint is being looked at and they aim to send final resolution before their 8 weeks is up, if they don't, or you disagree with their proposed resolution ( ie it's anything less than cancel the invoice ) you can take it forward to the ombudsman.

All this 5 day stuff is simply obfuscation in my view. As you said before

hoping that i email or phone then to try and start the whole game again,

See what EXC thinks anyway xx

[colin a]

Thank you,

[colin a]

Ps love the word obfuscation thats a new one to me but very very true !

[EXC]

I agree with Amethyst. Just ignore the 5 day informal bull$hit offer and wait for the formal response. As stupid as they are and as stupid as they THINK you are they should have a pretty good idea that if they reject it and it goes to the Ombudsman the complaint will be upheld.