Hi all,
We remortgaged in Nov 07 and IIB were our previous mortgage company.
On the 28th Nov we recieved the cheque from our new mortgage provider and our solicitor called IIB and asked for a closing figure. He was told someone would call back but nobody did so on the 29th Nov solicitor sent a fax to IIB and a registered letter.
Another phone call was made on 8th December(no returned call from IIB) and again on 21st December. Finally IIB gave us the final figures which were duly paid.
Our issue was that the delay from 29th November to 21st December cost us €970 in interest.
We contacted IIB who blamed the solicitor for not chasing it up. Solicitor has proof of contact and letters, faxes etc.
Solicitor sent an official written complaint to IIB in January which was ignored. 3-4 weeks later we sent another (Feb 15th approx) which we have not recieved response to. Solicitor wants to send another letter but my opinion is that they have breached their customer charter by ignoring us for over 2 months.
(From IIB website
What is the financial ombudsman like to deal with? Quick or dragged out?
Would we win our case (in peoples opinion)?
We did initially just want the €970 back but two months on and our legal expenses are totting up along with wasted time and interest they are making on the money. Should we be grateful to get the €970 back or should we look for expenses(legal) aswell along with compensation?
Thanks
We remortgaged in Nov 07 and IIB were our previous mortgage company.
On the 28th Nov we recieved the cheque from our new mortgage provider and our solicitor called IIB and asked for a closing figure. He was told someone would call back but nobody did so on the 29th Nov solicitor sent a fax to IIB and a registered letter.
Another phone call was made on 8th December(no returned call from IIB) and again on 21st December. Finally IIB gave us the final figures which were duly paid.
Our issue was that the delay from 29th November to 21st December cost us €970 in interest.
We contacted IIB who blamed the solicitor for not chasing it up. Solicitor has proof of contact and letters, faxes etc.
Solicitor sent an official written complaint to IIB in January which was ignored. 3-4 weeks later we sent another (Feb 15th approx) which we have not recieved response to. Solicitor wants to send another letter but my opinion is that they have breached their customer charter by ignoring us for over 2 months.
(From IIB website
The Consumer Protection Code requires us to attempt to
investigate and resolve a complaint within 40 business days
of receipt. However we generally respond to all complaints
within 10 working days.
Where it is necessary to consult others, or if the complexity
of the matter requires more time, a revised response time
and a progress report will be issued)investigate and resolve a complaint within 40 business days
of receipt. However we generally respond to all complaints
within 10 working days.
Where it is necessary to consult others, or if the complexity
of the matter requires more time, a revised response time
What is the financial ombudsman like to deal with? Quick or dragged out?
Would we win our case (in peoples opinion)?
We did initially just want the €970 back but two months on and our legal expenses are totting up along with wasted time and interest they are making on the money. Should we be grateful to get the €970 back or should we look for expenses(legal) aswell along with compensation?
Thanks