Part of the problem is that they insist on asking you whether you want a telephone-based mediation process.
This might be fine for something like credit card interest overcharging. But it's not appropriate for something complex like a tracker complaint.
But consider the position if they did not do this.
There would be a huge exchange of files and correspondence on many trivial complaints and the queue for everyone would be longer.
They call you to clarify your complaint. Apparently, in many cases, they can explain the issue to the complainant who then realises that they have no grounds for complaint.
Look at the way people present complex questions on Askaboutmoney. It can be very very hard to understand what the actual complaint or question is. Here is an example
I am in the middle of a dispute process with a particular bank with the FSPO. I have been reading all decisions that FSPO have made and where possible I am trying to apply to my case, the terminology.... So this is my story and my query is to you, what grounds do you think I have on the...www.askaboutmoney.com
This case would take a long time to just understand the complaint. Imagine the correspondence backwards and forwards. The FSPO might well be able to clarify it in a few minutes over the phone.
And then a chat with the bank involved, and it might be solved quite quickly.
My case is not a mediation issue, they the bank just lost my money during a transfer, they owe me money, I filled in the Ombudsmans form months ago, and have not even had confirmation. Where do I stand?
As you can imagine, they are completely snowed under with tracker complaints at the moment. They can't really staff up for them as these new hires would need to be trained and then they would end up with nothing to do when the tracker bulge works its way through.
so there's no excuse for not hiring in more staff. Sure, it might take time to train them up, but train them on specifics rather than everything, employ them on a 1-2 year contract etc.
I suggest you write a letter seeking a final response and register it to the complaints department. Tell them you need it for the FSO. Also tell them you are sending a copy of same letter to the central bank.I have written 5 letters to the bank, but if they don't play ball I cannot help that, customer services was looking into it then did not respond, if they ignore my letters they will dodge the ombudsman
My experience is that they insist on telephone-based mediation before sending it do investigation.