Length of time taken by FOS to conclude investigations.

Alan Finlayson made this Rhyddid Gwybodaeth request to Financial Ombudsman Service Limited

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Roedd y cais yn llwyddiannus.

Dear Financial Ombudsman Service Limited,

In April 2020 (possibly earlier, this has been going on so long I have lost track) I raised a complaint against RBS/NWG, your reference PNX-3639992-F2L7. This complaint is still some way from being concluded. So that I might be able to judge whether this is typical of the level of service provided or whether I have simply been selected for what might best be described as "Sonderhandlung", I would be grateful if you could advise how many complaints the FOS received in the twelve months leading up to 21 April 2020 (the date when I first submitted my complaint) and how many of these are still to be resolved. I would also be grateful if you could advise whether it is your standard practice to allow the pace and course of the investigation into a complaint, to allow yourselves to be dictated to by the organisation against which the complaint has been made or whether you set a deadline for the organisation to respond to your request for information before taking any enforcement/disciplinary action.

It is unfortunate that I should have to take up your time with this request but I do believe that the slowness with which you have investigated my complaint and the fact that you have allowed and continue to allow RBS/NWG to dictate the pace and course of this investigation leave me with no other alternative.

Yours faithfully,

Alan Finlayson

DataProtection, Financial Ombudsman Service Limited

Dear Mr Alan Finlayson

 

Thank you for your email requesting information under the Freedom of
Information Act 2000. We’ll respond as soon as we’re able to and by 12
February 2021.

 

Yours sincerely

 

Data Protection and Freedom of Information Team
Financial Ombudsman Service| Exchange Tower | London | E14 9SR

 

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DataProtection, Financial Ombudsman Service Limited

1 Atodiad

Dear Alan Finlayson

 

Please find attached our response to your Freedom of Information request.

 

Kind regards,

 

Data protection and freedom of information team

Financial Ombudsman Service | Exchange Tower, London, E14 9SR

Email: [1][email address]

 

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