PPI Reclaiming discussion Part III

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]


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]
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Untouchable :mad: :mad: , blimey so in other words then they may not deal with it then ???:eek:

marshallka

Also here it states

Q3. HOW WILL YOU HANDLE MY COMPLAINT AND HOW LONG WILL IT TAKE TO INVESTIGATE?

[FONT=Arial,Arial][FONT=Arial,Arial]

A. When we receive full details of your complaint we pass it to the Lloyd’s syndicate involved for their response. We allow them 14 days in which to review the matter and reply to you. Most of the complaints we handle are resolved in this way.
If your complaint remains unresolved, we ask you to let us know so that we can consider what steps we can take next to help you. Usually, this involves us obtaining files from the Lloyd’s syndicate and conducting an independent investigation.

Once the investigation is complete, we provide you with our conclusions in a "Final Response" letter. In accordance with the Financial Services Authority’s rules, we aim to do this within 8 weeks. If we are unable to complete our investigation within this timescale, we will write to you setting out why and advising when we expect to finalise matters.
[/FONT][/FONT]

marshallka

di3004 wrote: »

Untouchable :mad: :mad: , blimey so in other words then they may not deal with it then ???:eek:

Reading this it looks that way but I don't know how FOS would see that as this is a contract with Lloyds... Someone is responsible for these policies...:mad:

and also FOS state in their email to me

We ask that you review the enclosed, and in accordance with your internal complaints handling procedures, contact the policyholders to address the complaint.


So if their internal complaints procedure says they cannot look into these complaints about the terms and conditions in the policy where do we stand now!!!

di3004

We have wrote and sent hardcopies in the post about hubby's credit card ppi regarding fast track and still heard nothing, and loads of emails, this has been with them since I think July or August, think the last time he heard was in October, where there were a letter to say if his circumstances change for the worse is to let them know in order for consideration to have his case moved on, we told them, even send copies of letters, from work and bank statements to prove this, but not a word back yet.

We are living on the overdraft right now and that will come to an end shortly as well, we have also enclosed a copy of that letter as well to them....

di3004

marshallka wrote: »

Also here it states

Q3. HOW WILL YOU HANDLE MY COMPLAINT AND HOW LONG WILL IT TAKE TO INVESTIGATE?
[FONT=Arial,Arial][FONT=Arial,Arial]A. When we receive full details of your complaint we pass it to the Lloyd’s syndicate involved for their response. We allow them 14 days in which to review the matter and reply to you. Most of the complaints we handle are resolved in this way. [/FONT]
[FONT=Arial,Arial]If your complaint remains unresolved, we ask you to let us know so that we can consider what steps we can take next to help you. Usually, this involves us obtaining files from the Lloyd’s syndicate and conducting an independent investigation. [/FONT]

[FONT=Arial,Arial]Once the investigation is complete, we provide you with our conclusions in a "Final Response" letter. In accordance with the Financial Services Authority’s rules, we aim to do this within 8 weeks. If we are unable to complete our investigation within this timescale, we will write to you setting out why and advising when we expect to finalise matters.[/FONT]
[/FONT]

Well lets hope you get no messing with this one then.
So its 8 weeks then from the date the FOS sent the details, do you know the actual date they sent these hun?

marshallka

di3004 wrote: »

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.

They told me it would be a few months til they would get back as this had to go to their internal management as it had jurisdiction issues but then I got this letter on Saturday saying they had written to LLOyds. Looks like it was all for nothing again though...:rolleyes: .

di3004

marshallka wrote: »

Reading this it looks that way but I don't know how FOS would see that as this is a contract with Lloyds... Someone is responsible for these policies...:mad:

and also FOS state in their email to me

We ask that you review the enclosed, and in accordance with your internal complaints handling procedures, contact the policyholders to address the complaint.


So if their internal complaints procedure says they cannot look into these complaints about the terms and conditions in the policy where do we stand now!!!

Exactly ! there must be someone

marshallka

di3004 wrote: »

Well lets hope you get no messing with this one then.
So its 8 weeks then from the date the FOS sent the details, do you know the actual date they sent these hun?

I think it will be back next week saying no can do more than most likely as its a complaint about the T & C's and they say they cannot look at these complaints anyway...

I don't know how they would be allowed to get away with that though as they must be someone that regulates them in this way...

di3004

marshallka wrote: »

I think it will be back next week saying no can do more than most likely as its a complaint about the T & C's and they say they cannot look at these complaints anyway...

I hope not !!
Well you know what to do if all this fails.....;)

di3004

marshallka wrote: »

I think it will be back next week saying no can do more than most likely as its a complaint about the T & C's and they say they cannot look at these complaints anyway...

I don't know how they would be allowed to get away with that though as they must be someone that regulates them in this way...

I agree with you, someone has to take responsibility or they will just get away with anything - that's the way I see it !