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Request Recorded Information on the Time it Takes to Process a Complaint

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Dear Sir,

Request recorded information on the time it takes to process a complaint. The query concerns personal pension investment complaints.

Rather than offer me statistical data, would you identify the best and worst mean and medium times (against what you advertise as usual)

Would you identify this information for,
- the time it takes from receiving a complaint to deciding whether or not to investigate it and,
- the time it takes to investigate a complaint to its completion.

Yours faithfully,

peter smith

Information Rights Officer, Financial Ombudsman Service Limited

Dear Mr Smith

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 April 2020.

Yours sincerely

Elizabeth

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Information Rights Officer, Financial Ombudsman Service Limited

Dear Mr Smith

Thank you for your freedom of information request.

So that we're best able to answer your request, I'd be grateful if you could please clarify the information you've asked for - in terms of what you mean by 'best and worst' mean and median times?

We look forward to hearing from you.

Kind regards,

Anna Bourlet | Data protection and freedom of information adviser
Financial Ombudsman Service | Exchange Tower, London, E14 9SR
Email: [Financial Ombudsman Service request email]

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DataProtection, Financial Ombudsman Service Limited

1 Attachment

Dear Mr Smith

 

Thank you for your recent freedom of information request.

 

Please find attached our response.

 

Kind regards,

 

Data protection team

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

Email: [1][email address]

 

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Dear Ms Bourlet,

Many thanks for your response. Wish to inform you the following:

Mr B Made complaint to the Pensions Ombudsman about Fidelity Investments. The Ombudsman has now sat on the complaint for over a year without investigation; despite regular promptings. While the PO fails to investigate, so the pension pot erodes; PO were alarmed of the same. Fidelity refuse to return the pension pot as a certificate so, opportunity to reinvest remains denied. This affair is ongoing over 2 years.

I suspect the PO wantonly fails to deal with complaint according to prescribed form; for reasons undisclosed. I also suspect a crime is being committed so, seek direction/intervention. Kindly copy me your policy dealing with the same.

F.Y.I. hold copy of some email communications. The only reference held is Fidelity - 21909396, surname, Bertid. Understand the last message received was from a Mr. Kevin Rowell of the PO.

Clearly comms better communicated via post. Understand you hold Mr. B's details.

Kindly look into this.

DataProtection, Financial Ombudsman Service Limited

Dear Peter Smith

 

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 16
June 2020.

 

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

Dear Mr Smith

 

Thank you for your recent request, which has come through to the data
protection team here at the Financial Ombudsman Service.  

 

You have advised us you would like to inform us of an issue, but it’s not
clear what information you are asking for.

 

We’d be grateful if you could please clarify the information you are
looking for and we will be happy to look into this further.

 

Kind regards,

 

Data protection team

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

Email: [1][email address]

 

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scrupulous Landlord left an annotation ()

The FOS publish fairly comprehensive data about average processing times but I doubt that will help you.

The FOS has no jurisdiction over the Pensions Ombudsman and you may find that it is too late to make a seperate complaint to the FOS but that may be an option for you to consider.

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