Not too good news with my packaged reclaim/FOS

[di30]

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

If I decide to write to the Service Manager, from what i know of you can still do this even if you accept, as the whole point here now is the service of the complaint.
Firstly, I will have to make it clear again of my health issues, at least one of them can be life-threatening, further stress can play a big part on the blood pressure which provokes further damage on already damaged kidneys, afterall that is what caused my kidney disease, uncontolled high blood pressure, not helped by stress.

Now the fact that we did request further comp, for the time and effort we put in, more so that the bank, all this have been overlooked, pushed aside and not important in the ombudsman's eyes.

Both of the above come under distress and inconvenience, also time consuming.

Now there was also a time the "first adjudicator" recommend to uphold the whole complaint, it was changed back to not uphold again and the fact of having 3 different adjudicators and repeating ourselves etc......

Now earlier this year, this complaint was requested for fast track due to my illness, on those grounds they accepted fast track (and they will only usually do this now in exceptional circumstances)! Surely with that, they should know the stress its caused.

We have been going round in circles with this!

However, we are happy that at least its been upheld in part (thanks to Niddy) lol, but I still feel I need to push and take this with the Service manager, if this fails, then there be it, at least I have tried.

Its the principal of it.

What do you think?

[di30]

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

For the attention of the Service Manager (Name)

We are writing to you in regards of our complaint REF no xxxxxxxxx

We taken our complaint to the Financial Ombudsman Service (date) and we have just received the Final Decision from the Ombudsman dated 26/06/2014.
The whole process has been most stressful, and we believe our complaint has been overlooked.

We have been passed from one Adjudicator to another, we have had 3 dealing with our complaint not including the Ombudsman. We have had to provide information on top of information on each one. We know submitting information is all part of the process of our complaint, but its been excessive, as we have gone out of our way and made a big effort in trying to prove our case. (Unlike the bank) where the Ombudsman has clearly made her decision by lack of their evidence.

When it came to the first Adjudicator (Name), at first she decided not to uphold our complaint, so we were given the opportunity to put forward our points, which then gave her the opinion to recommend to uphold the complaint, but later she changed her mind again and decided to not uphold.
With that, we had the opportunity to forward our complaint to the Ombudsman, we agreed to do this and requested for fast tracking due to Medical reasons, this was accepted as we were also made aware prior to that - that they will only consider fast track in exceptional circumstances, and because of what was disclosed of the medical conditions it was agreed we could have fast track.
This was almost 5 months ago (We were not under fast track prior to our complaint going to the Adjudicator, but only when taking it to the Ombudsman).

However, since then, the first Adjudicator left the business and we were under another named Mr XXXXXX XXXXXX, we were requested to send in further information, and he had also emailed to confirm he understands the efforts we made in sending all information we held relevant to our case.

Since then, we received the Provisional decision and also informed Mr XXXXX XXXXXXX the Adjudicator was leaving the business and we were yet under a new Adjudicator, this was the 3rd.
We forwarded further information as requested on the Provisional decision as we were not happy with the full outcome. We were not happy on the way the complaint had been dealt with from start to finish and also raised this with the Adjudicator and requested details of the Service Manager whilst submitting the final information, it is explained on the final submission due to the service of how our complaint been dealt with, and since nothing has changed since receiving our final decision, such as important relevant points missed, our complaint have been overlooked and for the request of further redress for Distress, upset, anxiety, stress, this has caused much inconvenience which includes our time spent on the case and the efforts made, despite not being well dealing with this.

It has been raised that one of us has Chronic Kidney Disease (CKD) and High Blood Pressure, also under a Hospital Nephrologist (specialist) for care of these conditions and to stay stress free and to avoid further stress to the kidneys, high blood pressure is the cause of the kidney disease and any further stress can cause further damage which can be life threatening.
This has taken a toll on us both, as one of us was also treated for depresssion issues also treated with medication, and trying to avoid going down that road again.

We have suffered tremendously on trying to get this resolved, our time and effort, and the inconvenience this has caused us much distress, but going by the Ombudsman's final decision it seems this part of our submission was not important to take into account, despite being aware of these issues, yet we have checked on your website and it appears that we do fit these categories, but we have been failed on this.

We understand you will look into these matters, we will appreciate you looking into this and let us know what your views are on this matter. If you do require anything further, please email me on...............
Although its understood you use the information we already submitted and details of the Ombudsman's decisions.

We look forward to hearing from you.


Yours sincerely,


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

This is just a rough draft! Should I add more and/or make it stronger? (never been this far before)? lol cheers x

[Never-In-Doubt]

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

Woah. You really need to relax. You do have time to digest. Think. Await replies.

Slooooooooow right down and don't do anything rash.

[Never-In-Doubt]

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

R-reading it again. I dont think they will get back to that question, because the letter does state they are not allowed to give details of the complaint, but can only discuss about accepting the decision or rejecting.......

Just copied and pasted this from an email weeks ago when asking for details to complain about their service below but can i still accept and complain about the service, surely that is separate?

Dear Mr & Mrs

Further to my last email I have attached a leaflet with information regarding our complaints process.
The first point of call would be my manager, Lisa Lowe, who is available on 02070935702 or lisa.lowe@financial-ombudsman.org.uk. Lisa can look at the service you have received, but not at the outcome of the complaint as that is strictly down to the Ombudsman.
Yours sincerely,
Adjudicator

You have 6 months. Same as you do with a financial institution.

Slow down. I've not even read the letter yet. Just chillax.

[di30]

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

lol no i wont send anything yet, just wanted to write some ideas of what to write when the time comes lol....... So it reminds me.....( dont think they will get back to be honest on the question I sent them about overlooking on compo) going by letter they do not discuss anything after final decision been given, usually that adjudicator gets back immediately, we shall see if he gets back soon then lol.

cheers again

[Never-In-Doubt]

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

We'll pick this up tmw.

[di30]

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

Received email back from Adjudicator about he compo being overlooked, looks like he's missed the point!! muppet!!!

Dear Mr & Mrs

Thank you for your email. The issue of compensation was addressed by the Ombudsman on the second page of the final decision, in the third paragraph of the section titled “my findings”.

Do let me know if you have any other queries.

Yours sincerely,

A

[di30]

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

Dear Mr & Mrs

Thank you for your email. I am afraid that I comment any further on your request for compensation as the investigation is now closed with the issue of the final decision.

Email is a perfectly acceptable way of providing this so please don’t worry about forwarding a hard copy.

Yours sincerely,

A

[Never-In-Doubt]

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

Well not much we can do there sadly, ok so you need to look at completing a complaint about the service overall. This must detail how it's affected you, the unnecessary delays, the way they've changed staff all the time mid-discussion, the way things have been missed as a result of all the staff changes, nobody taking ownership of the complaint, seemingly being biased to Natwest (ie you had to provide everything and even when you did the FOS pushed for more and more which affected your health/stress)

You get the idea, don't whine about the case - you are specifically arguing about the way you have been treated by the FOS and how this treatment has affected you and your health.

[di30]

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

Thank you Niddy :-)

Not sure what you think of what I did write yesterday in above post, maybe i need to make it stronger, never been this far before lol.

I have sent signed form to accept and they have just emailed back to say, its now binding on us and the bank, and if nothing heard by 4 weeks to contact the adjudicator.

[PlanB]

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

If I decide to write to the Service Manager, from what i know of you can still do this even if you accept, as the whole point here now is the service of the complaint.

. . . there was also a time the "first adjudicator" recommend to uphold the whole complaint, it was changed back to not uphold again and the fact of having 3 different adjudicators and repeating ourselves etc......

What a shocking roller-coaster ride you've had at the hands of the FOS especially when one Adjudicator was minded to uphold your whole complaint and it then went downhill all the way after that when they started to play pass-the-parcel with your case.

Making a forceful complaint will at least give you the satisfaction that those responsible for this shoddy service will get a telling-off. I once took a complaint of poor service direct to the Operations Manager and he authorised a compensation payment of £400 to match what I would have got from the firm if the FOS hadn't taken so long to deal with it that the firm went bust in the meantime.

You can take your complaint all the way to the Independent Assessor who is very much independent. She's not in the same building and doesn't share the same email account etc. I took my complaint to her over a Mortgage Express case which the FOS did actually uphold in my favour and I got £8k refunded to my mortgage. The problem was the FOS didn't tell me that by accepting their Decision I lost the opportunity to take the Mortgage Express to court for consequential loss. The IA upheld my complaint about the FOS.

She can award compensation for the FOS' poor service and frequently does: http://www.independent-assessor.org.uk/

[di30]

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

What a shocking roller-coaster ride you've had at the hands of the FOS especially when one Adjudicator was minded to uphold your whole complaint and it then went downhill all the way after that when they started to play pass-the-parcel with your case.

Making a forceful complaint will at least give you the satisfaction that those responsible for this shoddy service will get a telling-off. I once took a complaint of poor service direct to the Operations Manager and he authorised a compensation payment of £400 to match what I would have got from the firm if the FOS hadn't taken so long to deal with it that the firm went bust in the meantime.

You can take your complaint all the way to the Independent Assessor who is very much independent. She's not in the same building and doesn't share the same email account etc. I took my complaint to her over a Mortgage Express case which the FOS did actually uphold in my favour and I got £8k refunded to my mortgage. The problem was the FOS didn't tell me that by accepting their Decision I lost the opportunity to take the Mortgage Express to court for consequential loss. The IA upheld my complaint about the FOS.

She can award compensation for the FOS' poor service and frequently does: http://www.independent-assessor.org.uk/

Thank you PlanB
My gosh sorry to hear of your own experience with them and glad you had this resolved.
Thank you for this information as well, i appreciate this.
Once I have something going on in my head, i must deal with it there and then, I am rather highly strung, always have been, but yes its been shoddy alright.

I can recall some years ago having one or 2 dealings with the FOS and then it wasnt as bad, but these recent years it seems they do anything to back the banks, I think this bad behaviour has all got worse since that judical review, as if they felt sorry for these banks!

I could have done without this type of behaviour on this one mind, back and forth hospital and dr's for my health conds etc, its take its toll and I feel the need to get this off my chest for the satisfaction of it.

I was actually reading through some of the final decisions made on the FOS website, and this particular one that dealt with my case never seems to overturn decisions.
Okay it was finally part upheld and better than nothing, but its the principal of it now.

Again thanks for this as well PlanB.
I admit, I would have fell apart by now if it wasnt for Niddy and you great folks, so I do have a lot to be thankful for, in having this suppot from you all, thank you so much xxx

[di30]

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

So the first step is write to the Service Manager (was given email details for this), they have up to 20 days, if still not happy can take it to the IA by 3 months of the outcome of the Senior Manager?

Had a busy day today, so will probably make a start later or so, just to get it off my back lol.

[Never-In-Doubt]

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

I'll catch up later. Sorry been manic today. Sit tight. No rush this weekend. Let me see what you've already done.

The Ind Assessor is last resort. For now it's a complaint to service manager.

[di30]

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

I'll catch up later. Sorry been manic today. Sit tight. No rush this weekend. Let me see what you've already done.

The Ind Assessor is last resort. For now it's a complaint to service manager.

Not a problem Niddy, I have only just made another start, had fuzzy head so rested it. I will get this posted up over the weekend, hope thats ok? lol Thanks.