Today I have received two letters, both from Richard Harris who is listed as Head of Complaints. The first letter is in response to my email I sent to Abbeys CEO, Antonio Horta-Osorio in which Richard Harris says that my complain has been referred by the CEO to him personally, and that the will investigate my concerns fully and reply to me within 15 working days. The letter is date 11th June, so this means they have until 29th June in which to respond.
The second letter, again from Richard Harris, I suspect is in repsonse to the letter I sent last week. Strangley they have got their facts mixed up in this one, as it says “it has now been eight weeks since you first contacted Abbey”. This is blatantly incorrect as my first contact with them as on 9th March, unless he means my first contact with Abbey Customer Service.
He apologises for the delay and goes on to say;
Although we have made progress, we want to make sure we fully understand the problem before writing and we are unable to give you a full response just now.
To me, this sounds just like any other fob off. What progress has been made? Surely they could tell me this, and also inform me of what the hold up is? As they have admitted that 8 weeks has passed (since I contacted Abbey Customer Service), I am now entitled to take this further with the Financial Obudsman. I have already completed all the forms for the Financial Obudsman and received a repsonse from them back in May following my contact with them.
I have decided to wait until 29th June until I progress further with the Financial Ombudsman, giving the Abbey the fifteen working days they require in order to reply in full.
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