Not too good news with my packaged reclaim/FOS

[Never-In-Doubt]

Re: Not too good news with my packaged reclaim/FOS

Hrmmmm let me look at this over the weekend. Not ideal but I'm struggling to find a reason for an IA review.

Sit tight for now

[di30]

Re: Not too good news with my packaged reclaim/FOS

That sucks. Keep fighting Di, the more you push the more they'll want to give you a few grand to get rid of you :P haha x

Thank you TB :-)

Yes I think I will do, I note the Service Manager never mentioned in the next steps about where to go from here, only the legal way, but nothing mentoned about the Independent Assessor, cheers :-) X

[TibetanMonk]

Re: Not too good news with my packaged reclaim/FOS

That sucks. Keep fighting Di, the more you push the more they'll want to give you a few grand to get rid of you :P haha x

[di30]

Re: Not too good news with my packaged reclaim/FOS

Okay received this below but its not made any difference, what would you do from here please?
.................................................. .................................................. ..............

Dear Mr & Mrs

Following my email 4 July 2014, I have now had a chance to fully review your case around the service concerns you have raised.

I understand that you feel stressed and that you are unhappy with the outcome.

you weren’t happy that your case had 3 different adjudicators

While your case was being investigated it was handled by Ms Jarrold, who issued all three opinions on your case. She was also the adjudicator who put your case forward for ombudsman review.

Following it being put forward for a final decision it was re-allocated to Mr Carboo-Brown due to Ms Jarrold leaving, and then to Mr Chruscikowski due to Mr Carboo-Brown leaving.

It is not ideal that your case had three different adjudicators while it was with us and I am sorry if you found this frustrating.

Unfortunately we had two staff members who left our employment, and a new adjudicator needed to become your point of contact while awaiting the ombudsman’s final decision.

I am pleased that both Ms Jarrold and also Mr Carboo-Brown let you know by email that they were leaving, and provided you with the contact details for the adjudicator who would be taking over your case.

you said that a lot of information was requested each time it went to a new adjudicator

Having reviewed the contact on your case, I can see that Mr Carboo-Brown did request some additional information from you regarding your home emergency cover.

This information was requested by the ombudsman who had your case for review. Neither Mr Carboo-Brown or Mr Chruscikowski requested any additional information, other than what the ombudsman requested.

I appreciate that Ms Jarrold did request information throughout her investigation of your case. This was in line with how I would expect her to investigate your case. She should ask for whatever documentation, information or evidence she required in order to reach her opinion.

There was also a lot of information that you provided. This information would have been added to your file and been available for consideration by both the adjudicator and the ombudsman.

your complaint was not upheld, then upheld and then not upheld again

When Ms Jarrold formed her initial opinion on your case, she did not feel that she was able to uphold it.

On providing her opinion to you, you had the opportunity to present your thoughts around the opinion. This also allowed you to provide any new or additional information or documentation that you felt had not been considered by her.

On receiving your response, Ms Jarrold reconsidered the opinion she had reached. At this point, she decided that the information you had provided changed her opinion and that she should uphold your complaint.

With changing her opinion to up hold your case, she had to send it to the business for their response. The business was given the same opportunity you had, to provide any further information or documentation that they felt hadn’t been considered.

On receiving the businesses response, Ms Jarrold reviewed her opinion again. Based on the response provided she then came to the opinion that the case shouldn’t be upheld.

I appreciate that this would have been confusing for you.

It is really important that we give both parties the opportunity to raise any new points they have in regards to the opinion reached, and also to provide any additional documentation. Unfortunately in this case it meant that with each additional submission, that it changed the opinion reached by Ms Jarrold.

your case was fast tracked but took till June for a decision to be issued

You were advised by letter that your case was being put forward for an ombudsman’s review in November 2013 by Ms Jarrold. At this point both yourself and the business were given till 18 December 2013 to provide any final information or comments that you wanted to be made available to the ombudsman.

Your case was physically provided to an ombudsman 22 January 2014.

Allowing for the Christmas leave period, this does show the case has been fast tracked. Our cases currently wait 6-9 months to get on desk with an ombudsman. In your case it was around 4 weeks.

Once it was with Ms Layfield, she had to fully review all the information provided by yourself and the business.

Ms Layfield asked the adjudicator to request additional information from yourself and the business in February 2014. Once that was obtained the ombudsman then had to review the file again.

A provisional decision was issued 23 May 2014, and a final decision was issued 3 July 2014.

I can appreciate how this may not have felt at all fast. Also it still means that your case was with us for over 2 years in total.

This is not the length of time we would usually expect a case to be with us.

One of the reasons that your case did take longer than expected, was in part due to the large amounts of information and documentation that were provided and made up the case.

I would expect an adjudicator and ombudsman to take longer to review a file with a lot of communication and documentation. Both the adjudicator and ombudsman would want to ensure that they had fully reviewed and considered what was available to them.


you said were unhappy with the final decision because:

• Essential points of your complaint were missed
• You feel your personal circumstances were not taken into consideration by the ombudsman
• No further redress was awarded by the ombudsman

I put your points to Ms Layfield.

She has said that she did fully consider your personal situation in considering your case but for the reasons outlined in the decision, was not persuaded any additional compensation was due.

As a final decision has been issued on your case, there is no further review available within our service. No one within our service will consider further the outcome reached on your case, or the redress awarded.

You can consider options outside of our service if you wish to continue pursuing your case. This may involve you seeking independent legal advice as to what options may be available.

next steps from here
I hope I have fully answered the concerns that you have raised.

I appreciate that you will remain dissatisfied with the outcome on your case. If there are any concerns that I have not addressed, please let me know.

Yours sincerely


L
Team Manager|Financial Ombudsman Service
Exchange Tower | London | E14 9SR

[di30]

Re: Not too good news with my packaged reclaim/FOS

Thanks Niddy
Gave it my best shot, so see what happens from here, cheers

[Never-In-Doubt]

Re: Not too good news with my packaged reclaim/FOS

Excellent. Good luck

[di30]

Re: Not too good news with my packaged reclaim/FOS

Dear Mr & Mrs

Thank you for your email.

I would like to take the time to fully review all the concerns that you have raised below.

In order to do this, I would like to reply to you via email by 18 July 2014. If possible, I will reply sooner.

If you would prefer that I respond by phone or letter, please don’t hesitate to let me know

I have attached a copy of fact sheet “complaints about our service”.

If you have any questions that this fact sheet does not answer, please don’t hesitate to ask

Yours sincerely


Team Manager|Financial Ombudsman Service
Exchange Tower | London | E14 9SR
T: 020

[di30]

Re: Not too good news with my packaged reclaim/FOS

For the attention of Service Manager (name)

Complaint REF

We understand we have our rights in raising a complaint with you about the poor service we received in regards of the above complaint ref.

Basically since our complaint was forwarded to the Financial Ombudsman Service in 2012, we have been allocated to 3 adjudicators.

Essential points of our complaint were missed, a lot of information was requested from us every time it was passed on to a new adjudicator, as the bank did not seem to provide all the relevant information, and what we did send, (which was more than ample) it seemed it was used against us.

This caused many delays, stress and suffering.
At least one of us suffer a Chronic illness and can be life-threatening. Chronic kidney disease is a progressing disease that can be worsened by stress, the fact of having this brought on by high blood pressure, and added stress can be vital to the Chronic health condition. (As blood pressure is the actual cause of this said disease). Hospital specialists advised to try to stay stress free and avoid stressful situations, but unfortunately in our case this has not been the case, as we have suffered suffering, pain and distress throughout.

We have lost faith in the Financial Ombudsman Service, and to resolve this matter, we are requesting this matter be looked into and the fact of not being offered an award of compensation for the suffering, stress and delays of our complaint is utterly obsurd for what we went through.
Its not helped by the fact of having changes of 3 adjudicators, being told to not to uphold then recommended to uphold then not uphold, we finally had our complaint passed to the Ombudsman (supposedly on fast track) which has taken to June 2014 to have our complaint "held in part" (Final decision) but no further redress awarded, as the Ombudsman states she understands our frustration but does not feel we should be awarded anything further. This is very poor and unfair as our personal circumstances were "not at taken into account".

To regain any faith in the business, we will appreciate you look into this matter, and please let us know how you are going to deal with this to resolve what we have been through.

Yours sincerely,

Mr & Mrs Dizzy

.................................................. .................................................. .................................................. .....................

Is this okay please? lol :-)

Do you think this covers all i need to say before I send it please? thanks again.

[di30]

Re: Not too good news with my packaged reclaim/FOS

For the attention of Service Manager (name)

Complaint REF

We understand we have our rights in raising a complaint with you about the poor service we received in regards of the above complaint ref.

Basically since our complaint was forwarded to the Financial Ombudsman Service in 2012, we have been allocated to 3 adjudicators.

Essential points of our complaint were missed, a lot of information was requested from us every time it was passed on to a new adjudicator, as the bank did not seem to provide all the relevant information, and what we did send, (which was more than ample) it seemed it was used against us.

This caused many delays, stress and suffering.
At least one of us suffer a Chronic illness and can be life-threatening. Chronic kidney disease is a progressing disease that can be worsened by stress, the fact of having this brought on by high blood pressure, and added stress can be vital to the Chronic health condition. (As blood pressure is the actual cause of this said disease). Hospital specialists advised to try to stay stress free and avoid stressful situations, but unfortunately in our case this has not been the case, as we have suffered suffering, pain and distress throughout.

We have lost faith in the Financial Ombudsman Service, and to resolve this matter, we are requesting this matter be looked into and the fact of not being offered an award of compensation for the suffering, stress and delays of our complaint is utterly obsurd for what we went through.
Its not helped by the fact of having changes of 3 adjudicators, being told to not to uphold then recommended to uphold then not uphold, we finally had our complaint passed to the Ombudsman (supposedly on fast track) which has taken to June 2014 to have our complaint "held in part" (Final decision) but no further redress awarded, as the Ombudsman states she understands our frustration but does not feel we should be awarded anything further. This is very poor and unfair as our personal circumstances were "not at taken into account".

To regain any faith in the business, we will appreciate you look into this matter, and please let us know how you are going to deal with this to resolve what we have been through.

Yours sincerely,

Mr & Mrs Dizzy

.................................................. .................................................. .................................................. .....................

Is this okay please? lol :-)

[di30]

Re: Not too good news with my packaged reclaim/FOS

Thanks Niddy :-)

Yes it does seem to be rather lengthy lol. Will work on this one later or tomorrow (i have my old ceiling down so lots of work going on at the mo) lol, but yeah straight to the point with it then, thank you for checking it over for me though :-)

Thank you as well CS, that is very useful. In my case apparentely its been said it was PPI but they could see where we may have got confused with it being the CPP, never mind hey lol, cheers though, i do appreciate your input in this too :-)

[Never-In-Doubt]

Re: Not too good news with my packaged reclaim/FOS

Ok I think it's fine but could it be narrowed down somewhat? To be honest you only need a few lines. I'd be more prone to be blunt and say what I suggested earlier; ie 3 adjudicators, missing key points, repeating requests for info, demanding a lot of you, leaving - then you do it all again and that one leaves.

As such your health has been affected, you have lost faith in the Service (FOS) etc

no need to go in depth but it's your call. You need to express the failings and the affect it had on you. Things like added stress, raised blood levels, anxiety etc etc

[Never-In-Doubt]

Re: Not too good news with my packaged reclaim/FOS

I'll read tonight and help sort this Di. Sorry been hectic of late.

[colonelsensibl]

Re: Not too good news with my packaged reclaim/FOS

Hi Di
A fascinating thread and I wish you well.

In all the info you posted, you may have missed that on the copy of the bank statement you posted, there's an item for "CARD PROTECTION PLAN". CPP have written directly to their customers about this, but the banks may not be so forthcoming. It's time-limited to 30/8/14, so if you want a diversion (!), then see below, and chase up yourself:

http://www.fca.org.uk/news/compensat...-policyholders

It's not PPI, it gave id protection, one telephone number to ring in the event of card loss and other dubious benefits.

Regards,

[di30]

Re: Not too good news with my packaged reclaim/FOS

Doing lots to the house at the mo, mess everywhere!!! it will all be worth it in the end lol.....

Will probably try getting this off to service manager this week, so i can forget about it for a while and get on here in the house, do you think that what I've done is good enough to send? Cheers lol.......

[di30]

Re: Not too good news with my packaged reclaim/FOS

I welcome your opinions on this, I know it needs going over for sure, but is it enough main points/reasons given for them to consider on this do you think?

No rush, but welcome any views and input, cheers