But consider the position if they did not do this.Part of the problem is that they insist on asking you whether you want a telephone-based mediation process.
This might be fine for something like credit card interest overcharging. But it's not appropriate for something complex like a tracker complaint.
You might do me the courtesy of deleting my post rather than tear it apart please. I came here for genuine advise as I am at a loss, but you would rather use my post of an example of what not to do.But consider the position if they did not do this.
There would be a huge exchange of files and correspondence on many trivial complaints and the queue for everyone would be longer.
They call you to clarify your complaint. Apparently, in many cases, they can explain the issue to the complainant who then realises that they have no grounds for complaint.
Look at the way people present complex questions on Askaboutmoney. It can be very very hard to understand what the actual complaint or question is. Here is an example
I am in the middle of a dispute process with a particular bank with the FSPO. I have been reading all decisions that FSPO have made and where possible I am trying to apply to my case, the terminology.... So this is my story and my query is to you, what grounds do you think I have on the...www.askaboutmoney.com
This case would take a long time to just understand the complaint. Imagine the correspondence backwards and forwards. The FSPO might well be able to clarify it in a few minutes over the phone.
And then a chat with the bank involved, and it might be solved quite quickly.