The FSO's complaints process is crystal clear on this matter - they will not deal with any complaint until you have received this letter from the institution involved. Not their fault if some people don't bother reading their rules. I have my doubts about them asserting that they had investigated a complaint when this letter was not initially presented to them.Complained to Ombudsman and he tried to say he had investigated the complaint (within an usually short 2 week time-frame!). I note elsewhere on this site that up to 6 months or more is common... In any case, he didn't want to know that the original 'Final Response Letter' was not in fact complete- hence the 2 additional letters.
Funny - UB paid me (€150) to open a current account with them which is now only used intermittently (this was the offer before they required you to commit to using the account as your "normal" current account for c. 18 months).I've been with UB for almost 18 years and you couldn't pay me to change.
Just as further information: my mortgage broker had serious administration problems with them when we took out a tracker mortgage with them 4 years ago - lost documentation, incorrect delivery instructions, no confirmtaion of receipt of documentation or phone calls, amongst others.
However, since that was sorted, and whenever I dealt with them, I have found them polite and efficient, especially when they dropped my rate to 0.75% above ECB when I complained about my rate last year. I don't have a current account with them, just a mortgage.
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