benaj
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Post by benaj on Jun 6, 2019 10:01:59 GMT
Nobody is perfect. Sh*t happens. It could be something as little as not receiving update, not getting the cashback offer, poor return performance, changing T&Cs, or waiting too long for withdrawal.
There are some people who are incredibly effective at making complaints. So any one care to share tips to get those complaints resolved?
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zlb
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Post by zlb on Jun 6, 2019 20:08:57 GMT
Start writing the complaint, to see if it can be conveyed in the first place. Document it as it emerges. Evidence it or write the 'story' in a cohesive, and calm, matter of fact way, with dates, as you will have to reference this first complaint when you take it to the ombudsmen.
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bigfoot12
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Post by bigfoot12 on Jun 11, 2019 20:10:56 GMT
Nobody is perfect. Sh*t happens. It could be something as little as not receiving update, not getting the cashback offer, poor return performance, changing T&Cs, or waiting too long for withdrawal. There are some people who are incredibly effective at making complaints. So any one care to share tips to get those complaints resolved? I see two different types of problems: those that apply to me at this moment such as not getting the cashback offer, or waiting too long for the withdrawal; and the rest which simultaneously apply to everyone. In the former case I carefully outline my issue explaining what I expected and describing what I received and I ask for further information. I usually do this by email or submit a request on the website (keeping a copy as a draft email), or if it seems to better for that platform I call. I accept that I am dealing with a small company and probably something has gone wrong and they are trying to fix it and responding to my problem might take longer than normal. I don't use words like complaint or make any threats - this is likely to reduce the speed of response - someone junior will likely escalate such a request even if not needed just to be safe. In almost all cases I have been successful. In most other cases such as T&Cs that I don't like or poor performance I simply leave the platform - I find it hard to see what they could offer me. If I was somehow an unusual case such that they might feel the need to compensate me, but not everyone else that I might contact them, perhaps if I felt misled and I had been unlucky (but this would then fall into the previous paragraph). Regarding lack of updates I assume that if there was any good news they would pass it on pretty quickly and I also know that legal recovery processes are very slow so I don't get as excised about this as some; having said that, one reason I have substantially reduced (to less than 30% of my peak) my P2P investments is that I have lost confidence in the recovery processes of many platforms. The platforms feel the need to behave fairly toward borrowers, but not lenders.
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scooter
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Post by scooter on Nov 17, 2020 21:34:46 GMT
I don't normally shy away from making a complaint but can't bring myself to use the FO right now knowing the timescales involved... how can this level of service by the FO be supporting consumers.
23rd Jan 2020
"l'll now arrange for your complaint to be referred to an ombudsman to make a final decision."
17th Nov 2020
"I wanted to let you know that your complaint has now been allocated to an ombudsman. Depending on their caseload, it may still be some time before they can issue their final decision..."
This complaint was fast tracked.... 😬
I just checked and there isn't a single FO decision posted on their database since 24th September...
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travolta
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Post by travolta on Nov 19, 2020 13:11:08 GMT
The keyword here is 'resolved'. Despite assurances the P2P turned out to be the Wild West after all. People have been misled and lied to and also been gullible. Most of us are unable or feel unable to reciprocate in kind. Being' resolved' in terms of restitution ,experience has taught me that there is little to achieve unless you are handy with a 4lb hammer or know someone you can trust to be discrete. Otherwise 'lessons have be learned' or do you expect an apology?
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scooter
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Post by scooter on Nov 19, 2020 16:09:11 GMT
The keyword here is 'resolved'. Despite assurances the P2P turned out to be the Wild West after all. People have been misled and lied to and also been gullible. Most of us are unable or feel unable to reciprocate in kind. Being' resolved' in terms of restitution ,experience has taught me that there is little to achieve unless you are handy with a 4lb hammer or know someone you can trust to be discrete. Otherwise 'lessons have be learned' or do you expect an apology? I always want compensation or I wouldn't waste my time  I have had money back from two P2P lenders who, although I have nothing else good to say about one of them, at least investigated the complaint and and did not make me go to the Ombudsman when they realized they had screwed up. And then there is FC who never knowingly answer a straight question, investigate nothing and rely on the fact that no one bothers to go to the FO and if they do it will be over a year before it gets looked at and possibly another year before the Ombudsman gives the final verdict. Although companies have 2 months to provide a "final response", if they give no response or nothing which answers the question, the FO still gives them time to give a proper response once they investigate. Why is that? It should be like not turning up to County Court and then everything would move much more quickly and they would be forced to properly investigate complaints in the first place.
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mah
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Post by mah on Nov 20, 2020 17:57:01 GMT
Apart from FO, complain to the FCA (against FCA's failures, if there are any, like failure to properly regulate, etc.). If not satisfied with FCA's response, complain against the FCA by taking it to Complaints Commissioner.
Not saying that any would produce any result, but at least you've tried. FO is almost wothless, as pointed by someone else. Their lag time in just picking up a case is 9+ months and counting. A few years back, FO used to be sympathetic to consumers. But over the last couple of years, I feel that they are an extended arm of the Firm that you are complaining against. In one case, they actually went further than the Firm itself in defending the Firm (with a really silly excuse).
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scooter
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Post by scooter on Nov 20, 2020 18:17:27 GMT
I don't normally shy away from making a complaint but can't bring myself to use the FO right now knowing the timescales involved... how can this level of service by the FO be supporting consumers. 23rd Jan 2020 "l'll now arrange for your complaint to be referred to an ombudsman to make a final decision." 17th Nov 2020 "I wanted to let you know that your complaint has now been allocated to an ombudsman. Depending on their caseload, it may still be some time before they can issue their final decision..."
This complaint was fast tracked.... 😬
I just checked and there isn't a single FO decision posted on their database since 24th September... I just received this response from the FO as I complained about the timescale: " If you would like me to give you a full response before the ombudsman issues their decision then I'd be happy to do so. But I think I should explain that the ombudsman would then need to wait for this to happen first. I appreciate you're unhappy with the service you've received. If you would like, I can raise a service complaint on your behalf. However please note that the service complaint will need to be dealt with before a decision can be issued as that’s the final stage of our process." 1.why didn't she give me a full response in the first place! Of course I wanted a full response.. 2.you can complain about how long it takes but you will have to wait even longer for your response... Is it me?
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