Sending rejected Cases to FOS – Is it worth the effort?
So yes, we handle a lot of rejections and if the case has merit, we will recommend that the customer sends, via us, the case to the FOS. There is quite a bit of worth in preparing a pack to send to the FOS and while we do most of the work (all in our “No Win No Fee” promise), the customer still has to do a couple of things:
1. Finish the part completed FOS form (we will pre print as much as we can).
2. Download a credit report from Noddle.co.uk (free of charge)
3. Get copy bank statements for three months before the loans were taken and one month after the loan was taken (and of course the time of the loans).
Now point 3 is the painful one. Many customers have closed the account, can’t remember bank details, don’t want to talk to the bank. We do understand all of these reasons and more, however, the FOS will not investigate a complaint without them. So we actively encourage our customer’s to go into a branch and order the statements. The bank normally does not charge, and they will post the statements to you.
Once customer’s have the statements they need to send them to us. They can email the statements to us at [email protected] in a PDF format, or just put them in an envelope and write “Freepost REDBRIDGEFINANCE.CO.UK” on the envelope and pop it in the post.
Once we have all the details we will submit the FOS pack.
But, the title of this page is “Sending rejected Cases to FOS – Is it worth the effort?” Well is it?
Here is a good case study (it is real, and the figures are real):
We complained to Quick Quid / Pounds to Pocket for a customer. We felt that they had been treated poorly and deserved a refund. Quick Quid made an offer, it was £24. Yes £24….
We advised our customer to take the case to the FOS and the customer gathered all the information we needed. We submitted the case to the FOS and waited (there is a lot of waiting with the FOS as they have massive backlog queues).
Eventually the FOS came back and made an increased offer. Quick Quid refused to accept the FOS findings so the case was moved up to an actual OMBUDSMAN (senior person). The Ombudsman did not agree with Quick Quid at all and ORDERED Quick Quid to pay out just over £6,000.
So, a case with a £24 offer ended up being worth over £6,000 in redress.