Re: Latest updates on PPI Judicial Review and claims on hold
This is an email one of the posted received today from the FSA in regards of his PPI complaint, nothing new really.......
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In response to your claim I would say that regulated firms, including banks, cannot refuse to process complaints. The FSA expects firms to continue handling PPI-related complaints in line with its rules. That said, one of these rules does enable firms, in appropriate cases, to send a holding reply. DISP 1.6.2R states:
"The respondent must, by the end of eight weeks after its receipt of the complaint, send the complainant:
(1) a final response; or
(2) a written response which:
(a) explains why it is not in a position to make a final response and indicates when it expects to be able to provide one;
(b) informs the complainant that he may now refer the complaint to the Financial Ombudsman Service; and
(c) encloses a copy of the Financial Ombudsman Service (FOS) standard explanatory leaflet."
You should receive a response from the firm within 8 weeks, after which you can escalate your complaint to the Ombudsman if you are dissatisfied with the response."
ALSO
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If any consumer feels that their complaint has not been handled fairly, then they should refer their complaint to the Ombudsman. I accept that in some cases, firms will have a reasonable basis for sending a holding reply pending the outcome of the judicial review. It is important to note, however, that this will depend on a consideration of the individual circumstances of the PPI complaint. The FSA does not agree that it is appropriate to put all PPI complaints on hold. In any case, on hold means not assessing or investigating the complaint, rather than rejecting it. Consumers can and should go to the FOS if they are not satisfied."
This is an email one of the posted received today from the FSA in regards of his PPI complaint, nothing new really.......
"
In response to your claim I would say that regulated firms, including banks, cannot refuse to process complaints. The FSA expects firms to continue handling PPI-related complaints in line with its rules. That said, one of these rules does enable firms, in appropriate cases, to send a holding reply. DISP 1.6.2R states:
"The respondent must, by the end of eight weeks after its receipt of the complaint, send the complainant:
(1) a final response; or
(2) a written response which:
(a) explains why it is not in a position to make a final response and indicates when it expects to be able to provide one;
(b) informs the complainant that he may now refer the complaint to the Financial Ombudsman Service; and
(c) encloses a copy of the Financial Ombudsman Service (FOS) standard explanatory leaflet."
You should receive a response from the firm within 8 weeks, after which you can escalate your complaint to the Ombudsman if you are dissatisfied with the response."
ALSO
"
If any consumer feels that their complaint has not been handled fairly, then they should refer their complaint to the Ombudsman. I accept that in some cases, firms will have a reasonable basis for sending a holding reply pending the outcome of the judicial review. It is important to note, however, that this will depend on a consideration of the individual circumstances of the PPI complaint. The FSA does not agree that it is appropriate to put all PPI complaints on hold. In any case, on hold means not assessing or investigating the complaint, rather than rejecting it. Consumers can and should go to the FOS if they are not satisfied."
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