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Rude financial firms to pay, Ombudsman vows

Some_Bloke Avatar
8y, 3m agoPosted 8 years, 3 months ago
"Delays, rudeness and poor claims handling are grounds for ordering financial services firms to compensate customers, the Financial Ombudsman Service (FOS) has said. Payments can be ordered in addition to other remedies.

Whenever a customer complaint is upheld by the FOS, it will consider whether to make an additional award for distress and inconvenience caused by the firm even if the consumer has not specifically asked it to do so.

In exceptional cases, it may award compensation even if the complaint is not upheld but the firm handled the complaint particularly badly.

The FOS explains its approach to such claims in a technical paper that was updated last month. Unlike a court, which can only award damages for distress and inconvenience where the purpose of a contract was to provide pleasure, relaxation or peace of mind, the FOS decides each case on what is fair and reasonable in the circumstances."

Check it out in full here:
http://www.theregister.co.uk/2008/08/13/distress_compensation_financial_firms/

and here:
http://www.financial-ombudsman.org.uk/publications/technical_notes/distress-and-inconvenience.htm

Hopefully it'll let me get some satisfcation with Lloyds, who persist in trying to ring my son at home, even though they've been repeatedly told he has left home and have been given his mobile number.

The latest piece of idiocy was their agent who reng a couple of weeks back. The conversation went like this:

"Can I speak to xxxxxxx?"
"No, like we've told you before; he's left home. He doesn't live here any more."
"Oh..............
................When will he be back?"
"No, he WON'T BE BACK. Like we've told you before; he's left home. He - Doesn't - Live - Here - Any - More."
"Oh..............
................When will he be back?"

And we are expected to trust these folks with our MONEY?
Some_Bloke Avatar
8y, 3m agoPosted 8 years, 3 months ago
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