Response time taken by RBS to complaints raised with FOS

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

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

Roedd y cais yn llwyddiannus.

Dear Financial Ombudsman Service Limited,

I would be grateful if you could advise how many complaints you have received against Royal Bank of Scotland Group plc since RBS was nationalised, was saved by the British taxpayer in 2008 and in particular how often RBS has responded to these complaints within the period you give those complained about to respond. Further, I would be grateful if you could advise what sanctions you typically take against RBS for failure to respond to the complaint made within the time they are given to respond.

This is in relation to my complaint PNX3321689-G9T1. You have confirmed writing to RBS on 24 October 2019 giving them two weeks to reply to you and I have not heard anything from you to say that the bank has indeed supplied you with the information you requested. This is not the first time I have had to complain about RBS and indeed not the first time that they have not responded within the time period you have given them to do so. I require this information so that I can make up my own mind as to whether or not there is any point contacting the FOS or whether, in the words of my MSP that the FOS "is a rather toothless organisation".

Yours faithfully,

Alan Finlayson

Information Rights Officer, Financial Ombudsman Service Limited

Dear 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 6 December 2019.

With regards to your case, unfortunately we can't provide you with an update as we only look into the data protection and freedom of information element of the request. We have been in touch with our casework teams as they are best placed to answer your query and have asked for someone to get in touch to give you an update

Yours sincerely

dangos adrannau a ddyfynnir

Dear Information Rights Officer,

Many thanks for your earlier e-mail. However, please note, I was not asking you for an update on my complaint. I am well aware how things work, or do not work, at the FOS and knew that you would not be able to update me. But yes, my case worker has been in touch. Just to say, for what it was worth, that he is no further forward, which was, as I think I stated, the reason for my FOI request.

Yours sincerely,

Alan Finlayson

Gadawodd scrupulous Landlord anodiad ()

I do not consider the response given by the Information Rights Team to be credible on a technical basis.

The information requested should be a simple to extract using standard data retrieval software.

Gadawodd scrupulous Landlord anodiad ()

Members of the public have a right to make requests for information under the Freedom Of Information Act and if the public authority does not reply within 20 days you can refer them to the Information Commissioners Office (ICO) but you must get 'final decision' from the FOS first.

Unfortunately, the ICO supported the FOS without question in my case so you may have to refer the ICO to the First Tier Tribunal (General regulatory Chamber) if the ICO have not replied to your complaint adequately after 3 months. You then have 3 months to make your case to the GRC.

I suggest you revise the GRC case EA/2017/0150 made by [PII removed] who I believe is still active on this site.

The link below should take you to the GRC decisions site.
http://informationrights.decisions.tribu...

Gadawodd scrupulous Landlord anodiad ()

You may be particularly interested in the following requests I made.

https://www.whatdotheyknow.com/request/6...
Home Office
https://www.whatdotheyknow.com/request/p...
https://www.whatdotheyknow.com/request/h...

I assume you are aware of the various research reports that have been published which identifies that the 'right to rent' regulations are ineffective and I object on principle to having to comply with what consider to be institutionalised xenophobia.

It may be of interest if you were to ask the Home Office the same, or similar, question about the number of prosecutions. The latest data available to me states there were none in the first year of operation but some civil notice fines were levied.

Gadawodd scrupulous Landlord anodiad ()

I am not a lawyer by training but I used to work with high security information systems so I have spent a lot of time 'jargon busting'.

I now only claim to be a boring old fool who believes that the concept of 'innocent until proven guilty' no longer applies. If you are the victim of small scale fraud you will be treated like a fool when you try and report the fraud, even if you are blameless.

The situation is worse if you are a private landlord when you are supposed to use the civil law system that is openly biased against you . Mortgage providers are not required to evict their customers if they behave in an antisocial way so why should private landlords?

If the FOS did their job properly and enforced the current legislation regarding fraud and money laundering properly, the need for millions of 'Right to Rent' checks would not be necessary.

Please refer to the following research.

Private Landlord research – Right to rent
https://research.rla.org.uk/wp-content/u...
https://news.rla.org.uk/right-to-rent-go...
https://www.landlordsguild.com/no-change...

The 'legalese' regarding what is considered vexatious behaviour is explained in the ICO guideline below.

https://ico.org.uk/media/for-organisatio...

If the FOS continue to beleive that your request is vexatious, they should send you a refusal notice. There is a guideline for that as well.

https://ico.org.uk/media/for-organisatio...

If you want further advice and assistance, there is yet another guideline but I am happy to make constructive criticisms and positive suggestions.

https://ico.org.uk/media/for-organisatio...

Information Rights Officer, Financial Ombudsman Service Limited

1 Atodiad

Dear Mr Finlayson

 

Thank you for your recent freedom of information request.

 

Please find attached our response.

 

Kind regards

 

Shaheena Miah | Data protection and freedom of information adviser

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

 

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Dear Ms. MIah,

I refer to your e-mail of today regarding my FOI 3726.

I have gone onto your website and have looked at the table for complaints received etc. However, I can not find on page 2 any information regarding the total number of cases resolved in favour of the customer/consumer. Accordingly therefore I would be grateful if you could provide me with this information, shall we say for the last full six months.

Yours sincerely,

Alan Finlayson

Information Rights Officer, Financial Ombudsman Service Limited

Dear Mr Finlayson

Thank you for your recent email.

The second page of the tool shows the number of cases resolved in favour of the consumer as percentages. The table has two headings labelled as 'percent resolved in favour of consumer' and '% resolved in favour of customer (previous period)' to show the comparison between the half year periods.

Kind regards

Shaheena Miah | Data protection and freedom of information adviser
Financial Ombudsman Service | Exchange Tower, London, E14 9SR

dangos adrannau a ddyfynnir

Dear Ms. Miah,

Thank you for your most recent e-mail.

Yes, I understand that the table shows two headings, but what I do not see, asa I think I quite clearly explained in my previous e-mail, is a line showing the total number of complaints against all financial institutions etc. resolved in favour of the consumer/customer. Or am I supposed to get my calculator out and add them up myself?

If it make it any easier please note you may phone me to walk me through the table. In fact, at this stage, I think I would prefer that.

Yours sincerely,

Alan Finlayson
Tel.: 0131-443 4868

Gadawodd scrupulous Landlord anodiad ()

You may be interested in my requests because I am trying to achieve a similar serious purpose.

I am not sure what your original complaint you referred to the FOS was about or how sophisticated your sum will be but the I am interested in the same basic 'raw data' figures.

In case anyone is concerned that we are acting in a covert operation against the FOS which could be considered vexatious, we are acting independently of each other.

The FOS may be justified in citing s21 of the FOIA because if you check their Annual Reports, they list the total number of complaints processed on a yearly basis.

I can provide you the links to the relevant pages in the FOS website but it is a published fact that the FOS operate an a basis that there is statistical bias in favour of the expected customer satisfaction levels required with the level expected from the business.

https://www.whatdotheyknow.com/request/p...

https://www.whatdotheyknow.com/request/w...
https://www.whatdotheyknow.com/request/w...

https://www.whatdotheyknow.com/request/c...

https://www.whatdotheyknow.com/request/w...

https://www.whatdotheyknow.com/request/h...

https://www.whatdotheyknow.com/request/n...

Information Rights Officer, Financial Ombudsman Service Limited

 

Dear Mr 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 24
December 2019.

 

Following your most recent email dated 27 November 2019, as you're asking
for information that wasn't part of your previous request, this is being
considered as a new request.

 

Yours sincerely

 

Elizabeth

 

Elizabeth Taylor| Data protection and FOI coordinator |

Financial Ombudsman Service | Exchange Tower London E14 9SR

 

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Information Rights Officer, Financial Ombudsman Service Limited

1 Atodiad

Dear Mr Finlayson

 

Thank you for your freedom of information request.

 

Please find attached our response.

 

Kind regards

 

Data protection and freedom of information adviser

Financial Ombudsman Service | PO Box 73208, London, E14 1QQ

 

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This email was sent from Financial Ombudsman Service Ltd. Registered in
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Dear Information Rights Officer,

I refer to your reply to this FOI request. What a pity you did not provide this information earlier and I had to go to the ICO to get them to hurry you up.

Yours sincerely,

Alan Finlayson