Another Letter

I hadn't really thought about Shabbey over the last couple of weeks - I had my weekend away, and it was fantastic, although it would have been nicer not worrying whether it would even happen thanks to this banking fiasco...

On Saturday (July 21st) we got another letter.

Dear Mr xxx

As you know, we are currently looking into your complaint and it has now been eight weeks since you first contacted Abbey.

I am sorry for the delay while we continue to look into your complaint. Although we have made progress, we want to make sure we fully understand the problem before writing and we are unable to give you a full response just now.

If you do not want to wait any longer, you can go to the Financial Ombudsman Service now, without waiting for our response. I am enclosing a booklet that tells you what you need to do. I do hope you will give us the opportunity to complete our work and we will continue to look into your complaint unless the Ombudsman Service advise they are taking it over.

[FOS contact details given]

We will write to you again when we have finished our review and if you remain unhappy you will still have the right to contact the Ombudsman.

Yours sincerely,

Richard Harris
Head of Complaints

How lovely, I now have their permission to contact the FOS.

This letter is insulting. A few weeks ago, when I telephoned the complaints department, I was told that my complaint would be allocated to a "complaint handler". I was given the impression that an individual person would be dealing with it. I have never been told who that person is, or have received any contact directly from them. Every letter has been the bog-standard drivel, sent second class post. Plus they still have the audacity to address the letter to my husband, and don't even acknowledge me - depsite it being me who has written every letter and made every phone call. I mentioned this to the bank manager last time it happened, and he apologised.

I have been a bit preoccupied with Life since the meeting with the branch manager, but shall send my complaint on to the FOS some time this week.

I shall, of course, keep you informed.

Incidentally, there is still no word on the money that was taken from my account. Nothing. It has been eleven weeks and four days since the fraud forms were faxed to the Card Fraud department.