The FOS deems it reasonable that Kroo held the regular, know about salary payment each and every time? Ok then…
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No. They are definitely not impartial. Real ADR should be completely unrelated to both parties. Because businesses pay for the Ombudsman they are obviously not going to be siding with the customer.
I didn’t see all this “the FOS is rubbish” before the complaint was sent 
But then Kroo would not have been fined. That’s boring
While a few year old, the premise is still the same.
The headers “when does a case fee become chargeable?” and “does a business pay a case fee if the case is dismissed?” explain the process in a (to me) long winded wordy way.
I was always under the impression that if a case is sent to the ombudsman, it’s first reviewed and considered (like the above example from Ryan) by a ‘frontline’ colleague.
Then if after their reply, summarising and usually agreeing with the banks decision, you remain unhappy, it can then be sent forward to an adjudicator on your request, for a full and final review, and that is the point at which the fee is charged.
Maybe someone who’s worked closely around this could clarify, but that’s what I pretty much always thought.
100%!
The initial response like above sounds like frontline.
Given the length of time it took for the ombudsman to take the case on I am wondering whether the salary review comments only took into consideration the first few times it happened rather than right up to this month.
What would I realistically do next given they have not upheld the case?
Actually, just looking back the correspondence I sent to the investigator, there was no mention at that point of my salary being held for review as that had happened further into the issues ; this complaint was initially raised due to the failed direct debits and lack of in-app support.
It was raised via the FOS but it was an Investigator who replied back to me. Have until the 2nd August
Unless either party wants to take things further, there’s no need to do anything and this case will close on 2 August 2023. If either party disagrees and wants an Ombudsman to consider the case, they must inform us — and submit any further evidence or representations — by 2 August 2023
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Saw a thread on MSE I was going to highlight to you, then saw you were the last post in the thread 
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When it comes to Kroo I’m everywhere haha!!!
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As per an email today, Kroo are now offering loans.
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I messaged asking to close my account 3 days ago with no reply.
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I got mine for the card. It might still exist as I asked to close and deleted the app five days after waiting for a response that never came.
From Kroo
We’re making it simpler for you to know how much interest you’ll earn on your current account.
From 15 October 2023 onwards, we’ll pay you a ‘tracker’ rate set at 0.9% below the Bank of England’s base rate, so you always know what to expect.
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Sent them a message this morning asking to close my account got a reply back a few hours later and account closed
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I tried doing the same and they ignored me, until I said URGENT and then they closed it within 2 hours.
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Aside from Co-op I can’t think of another bank on here that people have had such a consistently torrid time with.
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Requested to get mine closed too, took 2 days to get a response.
Imagine if you were actually banking with them - atrocious.
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