Over the last few months I have been liaising with the Financial Ombudsman regarding my complaint about Payday Express. You can read my last post about how my complaint was progressing here. Things have moved along quite a bit since then.
In short the Financial Ombudsman have upheld my complaint and have written to Payday Express with their recommendations. Finally we have some progress!
What happened?
It turns out that the person who was dealing with my complaint at the Financial Ombudsman had left, so my complaint just disappeared. I received a phone call to apologise for the mix up and was assured that this is not how the Financial Ombudsman would normally operate. From how things have progressed so far I can see that this was most likely just an unfortunate series of events.
I was assured that my complaint would be dealt with quickly and so far they have stuck to that. The person I am now dealing with is brilliant and has kept me up to date with what’s going on. I have provided the additional information requested and it was from that information that they agreed to uphold my complaint.
The information requested was some bank statements to show what happened and the letters from the bank explaining that they had to honour the payment under the continuous payment authority. Scanning in these documents has proven to be a worthwhile exercise as it only took a few minutes to find them and zap them across by e-mail.
It was nice to finally start getting somewhere with this because the issue has been ongoing for quite a long time. Payday Express just ignored my requests so that’s why I ended up pursuing the complaint through the Financial Ombudsman.
What next?
I will find out the outcome soon. The Financial Ombudsman has sent a letter to Payday Express although I am not sure what that letter says. However there should be a response soon which I can then use to update you all and hopefully bring this particular matter to a close.
Hopefully this matter will close before the end of the year so fingers crossed I can update you all before then. That way it is sorted and we can all move on.
