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NorthernLass 8,446 posts

So I’ve had another completely unhelpful email from the FOS:

***Your complaint about our service
Thank you for raising your concerns with us about your case. I’m a manager at the service, and I’ve been asked to respond to you following your email to us sent on 22 September 2022. You expressed your dissatisfaction with how long it is taking for your case to be reviewed, and for the lack of updates we’ve provided to you so far.

I’d like to apologise to you for how long you’ve been waiting for your case to be allocated to a case handler. In our email sent to you on 15 March 2022, we said it could take around four months before a case handler gets in touch and starts looking into your complaint. But it could be more time than this, depending on what your complaint is about. Unfortunately, your complaint is one that is likely to take longer to allocate to a case handler. We know these timeframes are far from ideal, but we continue to increase our capacity and take a number of other steps to help reduce waiting times.

I’d like to assure you we’re working as efficiently as we can. Please bear with us while we do this and thank you for your continued patience. Your complaint is currently in a queue, along with a number of other complaints similar to yours. I appreciate that you’re aware of some other complaints about the same business that have already been assigned to a case handler, but we must consider each complaint on its own merits and some do take longer than others. We are working hard to reduce the delays experienced by our customers, but it is likely to take a while longer yet.

Once your case has been allocated to a case handler to review, they’ll be in touch with you to introduce themselves. I’m sorry for the lack of updates we’ve provided to you so far, but we will keep you updated with our on-going progress.***

Then some stuff about going to an independent assessor, but they only deal with complaints once a case has been closed!

I don’t really understand how they can justify allocating cases on “merit” (however they determine that) and not in the order they receive them?

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