The relevant financial complaints authority is a customer focussed service that will assign you a case office and a case reference. Their job is investigating cases such as this and so they will understand your concerns immediately. When dealing with the relevant financial complaints authority you must make sure that you get all of the details from the case office as you did with your bank. When you call then back it will always speed up your claim if you have the necessary details concerning case officers, case references, departments that you have communicated with and promises that have been made and adhered to or neglected etc.
The relevant financial complaints authority website will explain to you how to raise a complaint.
If you follow the same routine as you employed with the bank, all should go well.
- What number did you call?
- When did you call?
- Who did you speak to? Name, department and job title is important.
- What was discussed?
- Is there a reference or complaints number?
- What did they undertake to do?
- When did they say they would come back to you?
- How would they reply?
The complains authority will then make a response to your complaint and should hopefully resolve the matter to your satisfaction. Their whole purpose is to keep the banks in line, so it really shouldn't come to this. The banks know that it is cheaper to pay sooner rather than later and waste a lot of staff time.