KBC & Ombudsman tracker complaint

bluestilton

Registered User
Messages
39
Just wondering if anyone had a decision from Ombudsman re cases relating to KBC trackers. Our complaint sent to Ombudsman in Aug 2017. We email them every month for an update. Informed in Dec that our complaint was referred for adjudication in April 2019 and we would have a decision early in New Year. Latest response was that Ombudsman would be issuing a preliminary decision in the near future. Does anyone have any experience of how long this process drags on for, also what do they mean by preliminary decision and why does it take so long?
 

Brendan Burgess

Founder
Messages
40,538
The Ombudsman first makes a preliminary decision.

Both sides are then given an opportunity to make further observations but within a very narrow range e.g. Omission of a fact, An error in law or a factual error, if I recall correctly.

It is not for one party to argue all the points again.

My understanding is that the Preliminary Decision stands over 90% of the time.

It is then issued as a legally binding decision. Each side then has 35 calendar days to appeal it to the High Court.

Brendan
 

bluestilton

Registered User
Messages
39
Thank you. Are they inundated with complaints or are they just particularly slow in dealing with matters? I can't for the life of me figure out how this could take almost three years. It sounds from what you are saying Brendan that I will be waiting several months more. I wonder has anyone had a decision on a complaint re a KBC tracker.
 

Brendan Burgess

Founder
Messages
40,538
I suspect that the Ombudsman is prioritising "cohort" complaints.

For example, they probably got 50 complaints on the AIB Prevailing Rate issue. It would make practical sense to prioritise one of those and issue a decision. AIB has asked the Ombudsman to put the rest on hold, pending their implementation of that decision.

The work which goes into each adjudication is huge. So it takes a lot of time.

The trackers are particularly tricky. And borrowers have a tendency to make their complaints complex and raise all sorts of side arguments which makes the work of the Ombudsman even harder.

Brendan
 

Dpdp01050842

Frequent Poster
Messages
78
My complaint was submitted in 2017 also. The investigation side finished in September 2018. It has been in the phase “drafting a preliminary decision since March 2019. I was told this phase would take 6-12 months but it is now 13 months. 2 months ago I was told I would have a decision in the coming weeks. This week I was told I would have a decision whenever they could provide it with no timeline given.

I would think both our cases should have a preliminary decision this year. My case is not complex and I didn’t engage in response tennis during the investigation phase.
 

bluestilton

Registered User
Messages
39
Thank you. I have been going back through the email responses from the FSPO since we submitted the complaint. The responses from the Ombudsman don't give me any faith that the matter will be dealt with any time soon, busy or not it is not acceptable to give continued vague responses to requests for update. I appreciate that they are very busy, but I still cannot understand why it is taking so long. I work in the public sector also and I doubt that the organisation I work for would get away with dragging out a complaint or issue for three years without giving a specific time frame for decision to the consumer/complainant.
 

Dpdp01050842

Frequent Poster
Messages
78
I can’t get even speak to anyone to discuss things. I called and they said due to specifics around my case they cannot talk to me over the phone and everything needs to be in written form.

I can’t understand how it has taken 30 months to get to to this point.
 
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bluestilton

Registered User
Messages
39
I have a trail of emails, I email every 6 weeks asking for an update. I wonder what is the turnaround time in the FSPO or equivalent in the UK? A year to 18 months I can understand as there are no doubt legal issues involved but anything longer is a farce.
 
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