The Daily Telegraph - Saturday - Money
‘The help team are like hapless characters from
customer and allow w them to complain to the Financial nancial Ombudsman Service, ce, an independent body dy that is able to rule on consumer grievances. ces.
Martyn James of Resolver, a consumer mer complaints group, said: “You can write, e, phone, email or even tweet them. The clock starts ticking from when you tell them you want to make a complaint, although I’ I’d always put it in writing b because it’s easier to prove and an refer back to.” Mr James J said customers who had h already switched to a new bank still had the right to complain to the previous one about a poor service or financial fi loss. David Parry, from Cheltenham, said he had missed a £250,000 £ investment opportunity because TSB’s T online banking locked him out. Mr Parry, an IT engineer, was promised a call back from TSB on two occasions but the bank failed to contact him.
“It said my account had been locked and that someone would ring me shortly or I could ring them,” he said. “I didn’t receive a call so I rang the bank. I waited 20 minutes before I gave up as I had missed out on the investment.”
He is also still waiting for a response to a complaint made three months ago.
TSB said it would be in touch with Mr Nolan and Mr Parry to provide them with further assistance. The bank reiterated earlier pledges that no customer would be left out of pocket.
“Our partners are doing everything they can to deal with every complaint our customers have made as quickly as possible,” a spokesman said.
Andrew Hagger of Moneycomms, a financial analysis firm, said the seven-day bank account switching service meant customers could move to a new provider easily.
Miss Larmour said she was doing just that. “I’ve had enough,” she said. “I’ve opened another bank account – and I’ve managed to get a new card in three days.”
CORRECTIONS AND CLARIFICATIONS
Last week we published a picture of a Talyllyn Railway train next to an article about the new rail ombudsman.
Contrary to what this could have suggested, there is no evidence that passengers have cause to complain about the Railway, which is in any event not included in the ombudsman service because it is not part of the main rail network.
We are sorry for any confusion.