Well I received my first rather protracted reply to the first stage of my complaint to GT this morning and it would seem that all it has succeeded in doing is going round in a full circle. I notice it took the whole month to reply as well. It seems to me it's just another stalling expedition. I daresay the second and third stages will take the full month too.
The opening paragraph alone is a mystery to me. The first correspondence I had with them regarding my complaint was sent via email to Karol, quoting 'IVA Forum' in the subject line, as advised on this forum. The letter states that they are responding to the complaint notification received from the Financial Ombudsman Service on my behalf.
They then proceed to inform me of the process of closing my IVA, ie, contacting creditors' and processing claims, dividends, etc, and that it can take on average 6 months. I know this already, I've been waiting ten months , which calendar do they use?
The way the letter is worded, all in future tense, it would indicate to me that the process hasn't even been started.
Then came the real reason for the hold up, PPI and EIC. To say I am furious would be an understatement. I have been down this road already and have returned a signed declaration stating I have NOT been mis sold PPI. That was a waste of time, the letter is telling me to get in touch with EIC and request the form.
Guess I'd better start composing an equally protracted letter to the designated senior member of staff, who according to my letter is Paul Madden, associate director. Has anyone heard of this man please or had any dealings with him?
I now have no faith in GT, who I think have become such a large corporate company, they have no empathy for the very people they are supposed to be helping. It will be seven years in April, seven very long years and still no end in sight.
Hi -- I am told Paul Madden is supposed to be very customer focused ( we have yet to see evidence of this as either people who say they are going to complain, don't, or they simply don't come back to us with the outcome).
But, I can say that, according to other complainants, the other two stages will be taken to the wire. GT habitually regard maximum time scales as the minimum (or, it appears, "average") contrary to all of their industry peers).
I agree that the corporate GT has become rather more detached from it's clients hopes and needs ( to say the least), but have to sy that the individuals I have dealt with have been nothing but helpful and supportive. They would not be at liberty to say so themselves, but I imagine they are as distressed as we are ( as individuals).
My opinions are merely that .. opinions based on experience. Always seek professional advice.
IVA Completed 23rd July 2013 .... C.C. 10th January 2014
Hi Foggy, thank you for your quick reply, he does exist then. Rest assured, I WILL be taking this all the way, until I am completely satisfied, and I'll keep you all posted too. Their treatment of their customers/clients, is appalling, if that's how we are classed? Guess we must be customers, considering all the money they are making out of us and the whole IVA system. I can never seem to get through to anyone to speak in detail. The letter states they tried to contact me and left a voice mail. I tried several times to respond to it, but to no avail.
The most annoying thing is that I think they are purposely lingering over cases who didn't sign the MVD. The last paragraph more or less says this, and I quote :-
"I am keen to progress the closure of your arrangement and can do so if you are willing to engage with the aforementioned variation process and I look forward to receiving your response in that regard."
What's that if it's not a cloaked threat. Absolutely appalled.
all I can say looking at the wording in that reply is"U**** T*****" changed by admin
anybody who defends that is under the illusion that they are anything but above board"
cc received 6th January 2014 now upwards and onwards
Another generic reply in GT's arsenal by looks of it.
Dont hold your breath over complaints process FOS currently dealing with mine since the lied on thier first tier and defaulted no reply on tier two and three.
Amount of attempted bullying i got was staggering but as i kept saying no to everything eventually they gave up and issued my CC to shut me up.
Sometimes been persistantly loud works.
Time to end of IVA 0 days
Time to end of GT dealing with it...CC recieved after a battle royal !!
I think it will take a few people to take the complaint forward all the way and hopefully then the lives of people won't be put on hold awaiting completion certificates as they'll be processed in a timely manner which a lot of companies are able to do despite the PPI fiasco!
IVA final payment left the bank on the 26th January 2013...looking forward to a debt free future.
Just a reminder of the forum ethos "respect for all"
I have voiced my opinion on the GT and other companies PPI fiasco surrounding the closure of IVAs and will continue to, however we must all keep to the forum etiquette when posting any comments
Nothing will change. Members are venting their frustrations here on the forum but not enough are taking it further and making formal complaints, using the new government gateway or making appointments to speak directly with their MP's. I stopped making suggestions and giving advise on this GT closure subject as it was getting too repetitive and going nowhere. It seems even Karol at GT has stopped posting, maybe she is fed up of the GT posts as well.
There are procedures and bodies who are there to help, if you don't use them then they will plod along in life believing that all is rosy.
Last edited by MerlinL14 on Sun Sep 29, 2013 1:45 pm, edited 1 time in total.
Last Payment made 04/12/14. Completion Certificate 25/7/15. IVA company GT. No Issues
Hi Merlin, Thank you for replying, but I'm not sure what government gateway you are referring to. I'm afraid I can't comment for others, but I personally will take this as far as it needs to go. I'll keep you all posted as to my progress, this being the first post regarding my formal complaint.
I was under the impression that I have to follow the GT complaints procedure before I can take it further to another body. If I've assumed wrong I'd love you to give me details of where I should be levelling my frustrations and complaint.
I realise that the forum must be getting fed up with the same repetitive complaints, but these complaints feel very real and new to each individual. I came onto the forum to try and find help with my situation and it was from information on here that I was able to get the ball rolling.
Please don't give up on us, I have a feeling that there will be many more posts similar to mine, from people who hope that they can find some answers from on here, possibly from people like you, who have had or still having a similar experience.
Just to remind posters that it is very sensible to firstly utilise the firm's own complaints process initially - as all firms ought to be given the opportunity to put things right where they are able to.
If this does not provide the desired outcome, then you should use the insolvency gateway through the link already provided which will then enable you to be referred to the IPs own regulatory body. The Financial Ombudsman has no ambit to hear complaints about IPs or their work.
