Long delay responding to complaint.what next?

Joannmct

Registered User
Messages
37
I made a formal complaint to PTSB on August 5th about my exclusion from the redress scheme. I twice received standard we're looking into it reply. After 20 working days and after 40. I then said I wanted to speak to someone more senior and was assured I'd have a written reply if I gave two more weeks as my case was particularly complex!That reply was due last Friday. I followed up when I heard nothing and was told today. Nothing. It's been 83 working days now and I have nothing in response. What do I do now? How long can I be expected to wait? It's outrageous.
 
Hi Joannmct
Something really needs to be done with ptsb. The way they are treating people is just not on.
If I was you I would get in touch with Padraic Kissane he seems to be someone that ptsb may listen to, cause I don't think they have any respect for their ordinary customers.
 
Can I go to the fso when I haven't yet received a reply or do I have to wait to see what they say? So far all they've told me on the phone is that they agree that I would be better off had I not brought this to their attention in 2012 but not how or if they intend to remedy this. I know what you are saying about padraig kissane but how much will that cost me? It's unbelievable that I'd have to hire someone to Get a reply from a bank!In 2012 they only responded to my complaint when I informed them I was not going to pay my mortgage until they did.after 2 missed payments they came up with something.it was a really difficult option to pick but I feel like doing it again. I feel like a fool bring fobbed off constantly by them.
 
You need to ask them for a final response as you want to open a case with the FSO. Give them ten days to send it.
 
Thanks. I'll do that tomorrow. I've written to them four times asking for response since the first 20 days elapsed to no avail but if I mention fso hopefully that'll help. On one hand I want response now but on the other I suppose I had hoped they were genuinely looking into it and trying to find a solution that might be in my favour. Really they were prob putting me to the bottom of the pile.
 
Hi Joan,

I think you missed the advice given by AAM User above. Ask them for a "Final Response" this is different than just chasing for a response.

There are specific rules that they must follow if you ask for a "Final Response"
 
Yeah I realise that now. I thought they had max 40 working days and that when I kept asking for response and telling them I was unwilling to wait any longer they would get it to me.letter sent today specifying FINAL response. Thanks for help
 
Back
Top