I have recently sent a complaint to the Financial Ombudsman on behalf of an elderly relative. Without going into the nature of the complaint, I received a reply stating I had to get a 'Final response' letter from the institution in 30 days before they would proceed. I have had contact with the institution in question and they have verbally said they would make an offer but I still have not received any written offer as such. I rang them requesting this and stating that the 30 days are now up and they said they need more time to get the relative documents. When I pushed for closure and stated that I would be getting in touch with the FO, all I got was an apology and goodbye. Can I get the FO to bring a case immediately as they have not responded in time ? Given the age of the account holder time is not exactly on their side. Has anyone experience of how I should proceed with this ?
Thanks
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