PPI Reclaiming discussion Part III

marshallka

di3004 wrote: »

I was just showing hubby your post and he said they mentioned something about 98%, so I asked what did they mean, he then said she went onto something like going on interest payments etc then the phone blanked, after that we had problems getting through, but despite that the income protection for this as I said is with pinnacle and covers £425 of this as we forgot with everything going on to update it, we do have the forms here to do that but now we have to wait to see what happens with this one first.

Even though its classed as income protection we still have this down as mortgage cover then on the pinnacle policy.
If they cannot do this then we will have to arrange something through interest.

Now I do not have ALL the documents here for that but I will try to find the last yearly statement we had in August this year, this should give some idea.;)

Yes I agree with you totally when it comes to the FOS.

I would imagine your property is up to 98% then as valuation for mortgage purposes is often less than for sale purposes. You need to give them a ring. They may be open now...You need to clarify why??? Taking payment holidays like this could throw you into negative equity...

di3004

marshallka wrote: »

I would imagine your property is up to 98% then as valuation for mortgage purposes is often less than for sale purposes. You need to give them a ring. They may be open now...You need to clarify why??? Taking payment holidays like this could throw you into negative equity...

Been trying to get through and not having any luck, think they may be open for so long tomorrow, but will check anyway just to see what they say, and the pinnacle insurance one if eligible will not be ready for a few weeks by the time they investigate etc, we rang them today and they did say it may be 10 days or longer before they can even reply.

But its just bugging me know to be honest as to why not, hubby said she never even mentioned about protection, but did know we did not have any with them, he tried to tell her, but he said she didn't seem bothered about it !

di3004

Going back to the FOS, remember I said they would not provide us with the details of what they sent to HFC, well I found her email here:

Dear Mr & Mrs XXXXX

Thank you for your email.

I should explain that the complaint has been redirected to HFC Bank. It is not our policy to send you copies of letters that we send to the firm. However the complaint summary on your complaint form is exactly the same summary that was sent to HFC Bank.

I trust this answers your query.

Regards

Miss
Consumer Consultant
Financial Ombudsman Service

marshallka

di3004 wrote: »

Going back to the FOS, remember I said they would not provide us with the details of what they sent to HFC, well I found her email here:

Dear Mr & Mrs XXXXX

Thank you for your email.

I should explain that the complaint has been redirected to HFC Bank. It is not our policy to send you copies of letters that we send to the firm. However the complaint summary on your complaint form is exactly the same summary that was sent to HFC Bank.

I trust this answers your query.

Regards

Miss
Consumer Consultant

Financial Ombudsman Service

How did you word this complaint DI. I remember you did yours unfair rebate settlement and I queried this with tiggrae as I just used unfair rebate of a PPI policy and also stated it was unfair terms in consumer contracts etc...

Tiggrae advised you on this one didn't she??

Also they have sent me a copy of the letter of complaint and I only asked yesterday too. As I understand it they have sent my complaint form summary too. They have only sent me a copy of the letter stating that they have enclosed my complaint form so nothing much.

marshallka

di3004 wrote: »

Going back to the FOS, remember I said they would not provide us with the details of what they sent to HFC, well I found her email here:

Dear Mr & Mrs XXXXX

Thank you for your email.

I should explain that the complaint has been redirected to HFC Bank. It is not our policy to send you copies of letters that we send to the firm. However the complaint summary on your complaint form is exactly the same summary that was sent to HFC Bank.

I trust this answers your query.

Regards

Miss
Consumer Consultant

Financial Ombudsman Service

Before FOS actually found out about who to write to etc... I rang Cassidy Davis about this and was told by Cassidy Davis to write to them who then submitted the complaint to LLoyds who actually deal with these things and then it would be most likely passed back to FIrstplus for them to deal with anyway but it had to go to the correct places first etc...

I am now expecting for LLoyds to write back and say it is Firstplus who deal with this and then I back to square one BUT it actually states on the Insurance Policy itself (and the Ombudsman have confirmed this through the policy!!) that any complaint about the Policy is dealt with under Lloyds complaints procedure and these were part of the Insurance Ombudsman Scheme and if they cannot resolve this then the complaint can be taken to them. As we know the Insurance Ombudsman scheme now forms part of the New Ombudsman so I cannot see any reason why they should not be able to look into this.

On Lloyds of London complaints page it says here


How we will handle your complaint
We make every effort to resolve disputes at the earliest possible stage. There is no charge to policyholders for the service that we provide and you lose none of your legal rights by asking us to review a complaint.

To ensure that we are clear about the issues involved we would ask that you complete and return our complaint form which can be downloaded from the link above. When we receive your form we will provide you with more information about our complaints procedures. Your completed form will be acknowledged within five working days of receipt.

The Financial Ombudsman Service
Lloyd's is covered by the Financial Ombudsman Service (FOS). The FOS can consider your complaint once you have tried to resolve it with us, so please take your concerns up with us first and we will do all we can to help you.

And then this is in frequently asked questions

http://www.lloyds.com/NR/rdonlyres/643E16C7-C13D-4915-93B3-9017C1CDCCC7/0/LLOYDSWEBFAQs26032008.pdf


ANd on question 9 it states

Q9. I AM UNHAPPY WITH THE INCREASE IN PREMIUM (OR TERMS, CONDITIONS OR EXCLUSIONS) THAT HAVE BEEN APPLIED TO MY POLICY

[FONT=Arial,Arial][FONT=Arial,Arial]A. Please click here if you wish to make a complaint. While we are happy to look into your complaint, in most instances we are unable to intervene in complaints of this nature as they are concerned solely with the insurers’ use of their commercial judgement. [/FONT]


and question 10 it states

Q10. I WANT TO SETTLE MY LOAN EARLY OR TO CHANGE THE REPAYMENTS

[FONT=Arial,Arial][FONT=Arial,Arial]A. If you have taken out a loan or have a form of credit agreement relating to a vehicle or electrical appliance, we are unable to help with enquiries about this, as Lloyd’s has no connection with any financial arrangements you may have. If our details appear on any documents, it usually means that you have also taken out insurance protection covering the loan repayments. [/FONT][/FONT]




[FONT=Arial,Arial]So again they are stating here they are untouchable in this department!!!!:mad: [/FONT]
[/FONT]

di3004

marshallka wrote: »

How did you word this complaint DI. I remember you did yours unfair rebate settlement and I queried this with tiggrae as I just used unfair rebate of a PPI policy and also stated it was unfair terms in consumer contracts etc...

Tiggrae advised you on this one didn't she??

Also they have sent me a copy of the letter of complaint and I only asked yesterday too. As I understand it they have sent my complaint form summary too. They have only sent me a copy of the letter stating that they have enclosed my complaint form so nothing much.

Yes Tiggrae helped on this as well, and I worded it as "unfair rebate on settlement".
They were quick sending that to you then, saying that the post is absolutely rubbish here.....

marshallka

di3004 wrote: »

Yes Tiggrae helped on this as well, and I worded it as "unfair rebate on settlement".
They were quick sending that to you then, saying that the post is absolutely rubbish here.....

They emailed it back to me...

di3004

marshallka wrote: »

Before FOS actually found out about who to write to etc... I rang Cassidy Davis about this and was told by Cassidy Davis to write to them who then submitted the complaint to LLoyds who actually deal with these things and then it would be most likely passed back to FIrstplus for them to deal with anyway but it had to go to the correct places first etc...

I am now expecting for LLoyds to write back and say it is Firstplus who deal with this and then I back to square one BUT it actually states on the Insurance Policy itself (and the Ombudsman have confirmed this through the policy!!) that any complaint about the Policy is dealt with under Lloyds complaints procedure and these were part of the Insurance Ombudsman Scheme and if they cannot resolve this then the complaint can be taken to them. As we know the Insurance Ombudsman scheme now forms part of the New Ombudsman so I cannot see any reason why they should not be able to look into this.

On Lloyds of London complaints page it says here


How we will handle your complaint
We make every effort to resolve disputes at the earliest possible stage. There is no charge to policyholders for the service that we provide and you lose none of your legal rights by asking us to review a complaint.

To ensure that we are clear about the issues involved we would ask that you complete and return our complaint form which can be downloaded from the link above. When we receive your form we will provide you with more information about our complaints procedures. Your completed form will be acknowledged within five working days of receipt.

The Financial Ombudsman Service
Lloyd's is covered by the Financial Ombudsman Service (FOS). The FOS can consider your complaint once you have tried to resolve it with us, so please take your concerns up with us first and we will do all we can to help you.

And then this is in frequently asked questions

http://www.lloyds.com/NR/rdonlyres/643E16C7-C13D-4915-93B3-9017C1CDCCC7/0/LLOYDSWEBFAQs26032008.pdf


ANd on question 9 it states

Q9. I AM UNHAPPY WITH THE INCREASE IN PREMIUM (OR TERMS, CONDITIONS OR EXCLUSIONS) THAT HAVE BEEN APPLIED TO MY POLICY

[FONT=Arial,Arial][FONT=Arial,Arial]A. Please click here if you wish to make a complaint. While we are happy to look into your complaint, in most instances we are unable to intervene in complaints of this nature as they are concerned solely with the insurers’ use of their commercial judgement. [/FONT]
[/FONT]

I hope they get back with a positive response Marshallka, you have been in complete circles with this one I know.......:mad: , and again HFC have not replied to me !!!!:mad: I only want that copy which may be useful....

marshallka

di3004 wrote: »

I hope they get back with a positive response Marshallka, you have been in complete circles with this one I know.......:mad: , and again HFC have not replied to me !!!!:mad: I only want that copy which may be useful....

I added more to that post now and it look like they will not look into complaints about terms and conditions in policies...:mad:

All the letter would state is like mine in that they are forwarding this complaint on. Mine only says that and does not mention anything about it.

di3004

marshallka wrote: »

They emailed it back to me...

Saying that the emails come back quicker from the consumer consultant from the FOS, but when it comes to the one dealing with the case/adjudicator then, it can take forever.
I can forget that one now though, the next letter will be when its with the ombudsman, give it a few months then......:rolleyes: before I hear again.