Anyone comaplained to The Financial Ombudsman Service ??

[.Griff.]

I'm just wondering if it's worth making a complaint or not?

A brief outline of my problem concerning HSBC. It's yesterday afternoon and my phone rings -

HSBC - "Hi I'm calling from HSBC Fraud department. May I speak to Mr James Griffiths?"

Me - "Yes that's me.."

HSBC "Hello sir.. Unfortunately I need to inform you that your card details have been compromised by fraudsters and used online to purchase items. As a result we've cancelled you debit card"

Me stopping her mid-sentence - "Ok but I just used it literally 2 minutes ago and it was fine"

HSBC - "No sir.. It's cancelled. Someone tried to buy a T-Mobile sim card 5 minutes ago using your card."

Me - "Yes that was me.."

HSBC - "You sure sir?"

Me - "Very sure.."

HSBC - "Ok sir but there have been other transactions recently.. Bethere, 123REG, Paypal"

Me - "Yep they were all me as well"

HSBC - Oh really.. Oh.. Ok then.. Erm well I'm pleased to tell you your card details haven't been compromised but we've already cancelled your card. A replacement will be with you in 7 to 12 working days. Your pin remains unchanged.

I then explained that I used my card online a lot and this would cause a load of disruption but she wasn't interested.

I called HSBC complaints this morning asking the obvious question as to why they couldn't wait 60 seconds to confirm if the transaction we're carried out by me before cancelling my card but he had no answer to this. I say 60 seconds as they confirmed the card was indeed cancelled in the time between me making the payment online and HSBC calling me.

I'm now left with no debit card (I have no other cards) for possibly two weeks through no fault of my own whatsoever. HSBC aren't interest so I'm wondering if it's worth making a complaint to The Financial Ombudsman Service or not?

(I am aware it's not the end of the world and I'm fortunate enough to have friends and family to help me out until the replacement arrives. HOWEVER it's their whole attitude that's made me really angry)

 

[Soviet]

HOWEVER it's their whole attitude that's made me really angry)

Then switch banks? I doubt a complaint would do much to be honest.

 

[FabienO]

Most services have several (many) steps of complaint before it will reach an Ombudsman. An Ombudsman will reject you if you call them and haven't gone through those procedures with HSBC (assumign they have some, which is likely).

I am saying this as I work for Southampton City Council. Complaints here go through us in writing, then a 3 stage process (CT Manager, back office, Coporate), then they can go to the Ombudsman. If they don't they get rejecto'd!

 

[AtticusFinch]

You need to follow through your complaint to HSBC before you go to the Ombudsman - that office is unlikely to take any action until you have received something in writing from HSBC indicating how they've resolved your complaint.

The FOS - Financial Ombudsman Scheme process will take a lot longer than 2 weeks to resolve if you do make a complaint to them anyway.

It must be possible for HSBC to get you a temporary replacement card or credit a prepaid credit card or something if you genuinely have no other mdoe of obtaining cash or paying for things?

 

[AtticusFinch]

They do have processes in place

Most services have several (many) steps of complaint before it will reach an Ombudsman. An Ombudsman will reject you if you call them and haven't gone through those procedures with HSBC (assumign they have some, which is likely).

They are required to have complaints handling proceedures and they definitely do have them.

Try and focus on what they can do to fix the issue though if your concern is access to your funds.

 

[.Griff.]

An Ombudsman will reject you if you call them and haven't gone through those procedures with HSBC (assumign they have some, which is likely).

That's the thing I have made a formal complaint to HSBC (Complaints department in Leeds) but the guy was so uninterested it was unreal. He actually said "You can make a complaint if you want to but I wouldn't waste your time. You won't get your replacement any quicker and it means more work for someone"

That's not on really is it.

 

[Glaucus]

Very annoying, but i don't see the problem.

they have to try and reduce fraud otherwise customers would get just as mad.
And unfortunately that is just how long it takes to get cards.

That's the thing I have made a formal complaint to HSBC (Complaints department in Leeds) but the guy was so uninterested it was unreal. He actually said "You can make a complaint if you want to but I wouldn't waste your time. You won't get your replacement any quicker and it means more work for someone"

That's not on really is it.

As said there is several steps to a complaints procedure, that was teh first one. You can now go above that to the next one.

I think you have a reason to complain for that comment. It's not professional.

 

[Mucky_Pup]

*Waits for someone to post wahhhmbulance picture*

Complaining to them is the only really viable option, then transferring to a different bank would probabley be the most damage you could cause to them, not that they would care much, lol.

 

[.Griff.]

Very annoying, but i don't see the problem.

they have to try and reduce fraud otherwise customers would get just as mad.
And unfortunately that is just how long it takes to get cards.

I fully understand there attitude to fraud prevention but my point is this..

I used the card at 4.44pm, they called me at 4.46pm and the card was already cancelled. Why couldn't they wait the 2 minutes to A, confirm it was me making the payment or B, If they couldn't contact me then fair enough cancel it to be on the safe side.

I'll wait and see what develops before taking it any further based on replies so far. It's appreciated.

 

[Glaucus]

I used the card at 4.44pm, they called me at 4.46pm and the card was already cancelled. Why couldn't they wait the 2 minutes to A, confirm it was me making the payment or B, If they couldn't contact me then fair enough cancel it to be on the safe side.
.

To prevent further fraud and I expect it is handled by two different departments and no guarantee you would answer or even have the correct phone number.

 

[Glaucus]

here's teh procedure

Step 1
If, at anytime you have cause for complaint, please contact us by calling the relevant customer service telephone number listed on your documentation, where our trained and experienced staff will be happy to help.

We hope that you will not then need to progress beyond this first step. However, if you remain unhappy, we want you to let us know so that your complaint can proceed quickly to the next stage.

Step 2
If you feel that your complaint has not been resolved to your satisfaction, it can be progressed to the next stage.

You can write to:
HSBC Finance Limited
Customer Relations Team
P.O. Box 5140
Coventry
CV3 9ES

We always aim to provide a full response within 5 working days, but if there is reason for further delay, we will keep you informed and let you know how the investigation is progressing.

It is expected that this process will bring the matter to a mutually agreeable solution, but if you remain unhappy then you can progress to the final stage of the Internal Complaints Procedure.

Step 3
The final stage of the procedure involves referral of your complaint to the Chief Executive Officer (CEO). You may request a referral, or write directly to the following address: HSBC Finance Limited, North Street, Winkfield, Windsor, Berkshire SL4 4TD. You will need to let us know why you remain dissatisfied, and the CEO's office will ensure that your complaint is reviewed objectively, fairly and reasonably. Either a member of our Executive Complaints Office or a Senior Manager will then respond on behalf of the CEO.

We always seek to resolve complaints internally, but there may be instances when we cannot reach an agreeable solution. Either the CEO or the Complaints Compliance Manager will have reviewed the details of your complaint in all cases, and we will send you a letter confirming our final response. This means you have reached the end of our complaints procedure, and if you are still not satisfied (or 8 weeks have passed since you first raised the matter with us) you have the right to refer your complaint to the Financial Ombudsman Service. You can write to:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Email: [email protected]
Website: www.financial-ombudsman.org.uk
Telephone: 0845 080 1800

 

[.Griff.]

To prevent further fraud and I expect it is handled by two different departments and no guarantee you would answer or even have the correct phone number.

See part B of my post previously concerning my feelings if they were unable to get hold of me.

Cheers for the edit/info.

 

[AtticusFinch]

Two issues

I fully understand there attitude to fraud prevention but my point is this..

I used the card at 4.44pm, they called me at 4.46pm and the card was already cancelled. Why couldn't they wait the 2 minutes to A, confirm it was me making the payment or B, If they couldn't contact me then fair enough cancel it to be on the safe side.

I'll wait and see what develops before taking it any further based on replies so far. It's appreciated.

You are annoyed they cancelled "your" card immediately. Unfortunately it is actually "their" card and the money in your account is not "your money" but rather the banks. In order to prevent them from potentially losing money they cancelled the (to be neutral) card. They aren't required to check with you before doing so because its their card not yours and their money not yours that's at stake.

I agree its a hassle for you and they could have checked with you which they didn't. They should make it easy for you to obtain access to the funds in your account because of their actions and not make it difficult.

The second issue is that you say you told complaining would be pointless, take time and create work. That call is recorded (they all are) and you can complain that this was the advice given to you. You abosultely will have your complaint upheld if that call is reviewed and that is what was said by the HSBC agent to you - it is compeltely unacceptable.

That process will take at least a couple of weeks and will not get you a card any quicker nor any significant compensation. If you to progress it you can but you will still be waiting for your card.

 

[.Griff.]

I should have stated from the start I'm in no way seeking any compensation. That thought didn't enter my mind and I also accept I'm no special case and I don't expect preferential treatment in getting a card faster.

I was merely disgusted with their attitude to the whole affair and that's what I was complaining about.

 

[Sawell]

Most services have several (many) steps of complaint before it will reach an Ombudsman. An Ombudsman will reject you if you call them and haven't gone through those procedures with HSBC (assumign they have some, which is likely).

I am saying this as I work for Southampton City Council. Complaints here go through us in writing, then a 3 stage process (CT Manager, back office, Coporate), then they can go to the Ombudsman. If they don't they get rejecto'd!

I'm guessing you really work for Capita then