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My experience of the Ombudsman service.


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I complained about Capital One who were harassing me with phone calls even though I had already told them not to contact me by phone but to write me letters or emails. I logged a 5 week period and they phoned me about 130 times. I complained to the Ombudsman service and after their investigation their representative basically come to the conclusion that Capital One were perfectly within their rights to phone me 130 times in a 5 week period.I was astounded. Capital One without taking any blame offered me £75 as a goodwill gesture,which I turned down. I was claiming £600 compensation for harassment which the Ombudsman rep basically stated I had no chance of getting in his first phone call to me, even before he had done his investigation.

 

Anyway, I did some research and appealed to an actual Ombudsman. I included in my appeal quotes from a judgment from a UK high court in a similar case to mind, which wiped the floor with the logic of the guy who conducted the initial investigation. My appeal was successful and the Ombudsman offered me £400 compensation, which I accepted. I believe I could have got a lot more if I had by passed the Ombudsman and gone to court. So even though I was successful in the end, I expect a lot of people would have stopped when the original decision was in the negative. I really do not think a lot of the Ombudsman service, it was like the guy who conducted the original investigation was working for Capital One because he was just repeating what they had told me before. Absolute disgrace and I told him so.

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I expect a lot of people would have stopped when the original decision was in the negative

agree. sometimes its worth escalating if can (at no real cost). the adjudicator not quite being on the ball.

IMO

:-):rant:

 

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http://www.consumeractiongroup.co.uk/forum/showthread.php?425654-Roberts-v-Bank-of-Scotland-plc-and-another-2013-All-ER-(D)-88-(Jun)-Telephone-Harrassment

 

 

I wonder how many people simply give up at the adjudicator stage ? Well done for persevering.

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:wave:

 

 

hi ford :)

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Uploading documents to CAG ** Instructions **

 

Looking for a draft letter? Use the CAG Library

Dealing with Customer Service Departments? - read the CAG Guide first

 

1: Making a PPI claim ? - Q & A's and spreadsheets for single premium policy - HERE

2: Take back control of your finances - Debt Diaries

3: Feel Bullied by Creditors or Debt Collectors? Read Here

4: Staying Calm About Debt  Read Here

5: Forum rules - These have been updated - Please Read

 

 

BCOBS

 

2: Does your Bank play fair - You can force your Bank to play Fair with you

3: Banking Conduct of Business Regulations - The Hidden Rules

4: BCOBS and Unfair Treatment - Common Examples of Banks Behaving Badly

5: Fair Treatment for Credit Card Holders and Borrowers - COBS

 

Advice & opinions given by citizenb are personal, are not endorsed by Consumer Action Group or Bank Action Group, and are offered informally, without prejudice & without liability. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.

 

PLEASE DO NOT ASK ME TO GIVE ADVICE BY PM - IF YOU PROVIDE A LINK TO YOUR THREAD THEN I WILL BE HAPPY TO OFFER ADVICE THERE:D

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