Online PPI Resources

di3004

Is this okay here?


HOW DO I COMPLAIN?


http://www.lendingstandardsboard.org.uk/howdo.html

HOW DO I COMPLAIN?

If you have a problem with your financial service provider, you should complain first to the bank, building society or card issuer involved. They will give you a copy of their complaints procedure. This sets out the timescale they are required to follow in dealing with your complaint.

After they have looked into your complaint, they will write to tell you the outcome of the investigation. They will also tell you about your right to take up your complaint to the Financial Ombudsman Service (FOS), if you are still not happy.

Although the LSB investigates serious breaches of the Code, it is not able to investigate individual complaints on behalf of customers as that is the role of the FOS.




Financial Ombudsman Service



The independent service for settling disputes between businesses providing financial services and their customers.

Click here to view the FOS guide Your Complaint and the Ombudsman Brochure



If your query concerns a product regulated under the Consumer Credit Act, such as a credit card or a personal loan, you can contact the Office of Fair Trading's consumer helpline, Consumer Direct on 08454 04 05 06 or email via its website at www.consumerdirect.gov.uk If you are having financial difficulties, you can get help & advice from debt-counselling organisations. The following organisations provide free money advice:

• Advice UK - 020 7407 4070 (www.adviceuk.org.uk)
• Citizens Advice – You can get the phone number of your local bureau from the phone book, the local library or www.citizensadvice.org.uk
• Citizens Advice Scotland – 0131 550 1000 (www.cas.org.uk)
• Consumer Credit Counselling Service – 0800 138 1111 (www.cccs.co.uk)
• Money Advice Scotland – 0141 572 0237 (www.moneyadvicescotland.org.uk)
• National Debtline – 0808 808 4000 (www.nationaldebtline.co.uk)
• Payplan – 0800 917 7823 (www.payplan.com)

You should also be aware that there are other companies that charge a fee for managing your debts. It is your responsibility to check the fees that may be charged before asking these companies to act on your behalf.

di3004

CEO Contacts/list of banks CEO -Chief executive's direct email and website details.....also other general businesses.

http://www.connectotel.com/marcus/ceoemail.html

Have you had enough of dealing with "Customer Services" on general-purpose contact e-mail addresses? Are you not getting replies, or not getting the replies you want? Time to take it to the top! Chief Executive Officers (CEOs) are very reluctant to publish their e-mail addresses. This page attempts to redress the balance by publishing the e-mail addresses for the CEOs of some UK, US and EU companies and other organisations.

Some tips when e-mailing:

• Be polite; Keep the information concise and to the point
• Include customer reference numbers or invoice numbers, if applicable; Include a brief history of the issue, if applicable
• Do not accept being passed back to "Customer Services" or elsewhere within the organisation
• Insist on a reply from the CEO

Please remove if not appropriate, cheers.;)

di3004

If you go as far as complaining to the FOS in regards of the PPI mis selling , where your not happy with the outcome of your decision, as well as the usual Complaints form, you also have to complete a Questionnaire now as well - alongside with the Complaints form, "PPI complaints only"

http://www.financial-ombudsman.org.uk/publications/technical_notes/ppi/PPI-consumer-questionnaire.doc

marshallka

Just found this website with lots of email addy's for CEO's of companies. Not all to do with banks (lots of others too) but may come in handy for some complaints that are going nowhere perhaps.

http://www.connectotel.com/marcus/ceoemail.html

di3004

Hi Marshallka that is fab.:T

Is this been more updated I wonder with more since the one posted in the one above "post number 25" perhaps?

Its very useful isn't it? X;)

marshallka

di3004 wrote: »

Hi Marshallka that is fab.:T

Is this been more updated I wonder with more since the one posted in the one above "post number 25" perhaps?

Its very useful isn't it? X;)

Dohhhh, I am sorry Di, did not know it already been posted. So behind with the times aren't I.:o

di3004

marshallka wrote: »

Dohhhh, I am sorry Di, did not know it already been posted. So behind with the times aren't I.:o

Hey no Marshallka that is fine, there may be some more added to it, so please no need to apologise.......:):beer:X;)

di3004

FLA, only a little write up....

2010 PPI Complaints Handling Workshop:

http://www.fla.org.uk/training/view-107

This will be an opportunity for delegates to discuss the implications of FSA’s new PPI Complaint Handling rules. The course uses workshops to illustrate the impact of case decisions to delegates.

The key objectives will be to ensure an understanding of the new rules, but more importantly share experiences when assessing how the rules will work in practice.

By the end of the workshop delegates:

• Should have a good understanding of the new rules
• Will have discussed the implications of the rules in terms of what will be the ‘new standard’ for assessing and redressing complaints
• Will have carried out case studies that examine the investigation procedure, the decision process and the calculation of redress
• Should have a greater awareness of the potential impact the new rules will have on their own internal processes.

di3004

This is useful to know (sure someone posted up over the last few days about Subject access request) SAR's via Financial ombudsman service (FOS), so thought I would post the details here:

http://www.financial-ombudsman.org.uk/about/subject-access-requests.html

handling "subject access requests"

The Financial Ombudsman Service is covered by the Data Protection Act 1998. This legislation places legal obligations on us when we process personal information about individuals.
We know that the personal and financial circumstances of people who refer complaints to us can be very sensitive, and we handle people's details with care and discretion. We respect the privacy of people who use our service, and we keep personal information about complaints secure and confidential. Where we need to exchange information about complaints with other relevant organisations, we do so with strict regard for the law.
People have a legal right to know what information the ombudsman service holds about them – and what that information is. You can do this by writing to the ombudsman service to ask for this information.
This is known as a "subject access request" under the Data Protection Act 1998. Below are some practical guidelines on how to make a "subject access request" and how the ombudsman service will handle this.

making a "subject access request"

Any request for personal information should be in writing. And you need to provide us with:

• your name and address;
• a description of any specific information you are looking for or confirmation that you would like all information held about you; and
• our £10 fee for processing the request.

We accept cheques, postal orders or international bankers’ drafts (in pounds sterling only) payable to Financial Ombudsman Service Limited. You can also pay by debit card (we will need the full card number) or cash. Or you can transfer the fee to us over the internet if you bank online, quoting your own name as a reference (our bank details are Lloyds Plc, sort code 30 00 02, account number 00792069).
Here is suggested text for a "subject access request":
Dear Sir/Madam
Please can you send me all information that you hold and to which I am entitled under the Data Protection Act 1998 – either about me or about the following:

• [please describe the specific information you are looking for]

I enclose [a cheque made payable to Financial Ombudsman Service Limited] for the standard fee of £10.
If you need any further information from me, please let me know as soon as possible.
Yours faithfully
[name of the person making the request]

We may need to check your identity to ensure that you are who you say you are – and that we are not passing your personal data to an unauthorised person. For example, we may ask you some specific questions. Or we might request a copy of identification such as a passport, driving licence or utility bill.
We may also need to discuss with you the scope of any information that you are seeking, particularly if we hold a large amount of information on you.
We will usually have to wait five working days until any cheque is cleared through the banking system, before we can locate the information and provide it to you.

how the Financial Ombudsman Service will manage your request

We have 40 calendar days to provide the information. This does not begin until we are satisfied that we know who you are, what information you are looking for, and that any cheque has cleared.
Once we can respond to the request, we will carry out searches of all of our internal hard-copy files and electronic records to locate the information that we hold on you.
If the personal information you have requested contains details of anyone else, then we may need to get their consent to their personal data being shared with you.
There may also be legal reasons why we cannot disclose the information you are asking for. We are not required to tell you if exemptions have been applied to any information we have provided, if information has been withheld, or the reason for withholding information.
Where certain information cannot be shared with you – because, for example, it may disclose the identity of a third party who has not consented to sharing the data – we will delete that information and try to give you as much of the remaining data as possible.
We retain records in accordance with our formal "retention schedules". This means some older information held about you may already have been routinely destroyed.

providing personal information to you

We will usually send the information to you in hard copy by first-class post using recorded delivery. If we have an email address for you, and you have requested any information electronically, we will send it by email as long as it can be sent electronically. We sometimes send data on discs – these will be password protected.
If you are unhappy with any information you have received, or with how we have carried out your request, you have a right to complain about the service we have provided.
The Financial Ombudsman Service will only supply personal information to you or your formally authorised representative. So if you are making an application on behalf of someone else, please provide us with an original signed letter of authorisation, together with individual identification documents for yourself as a representative.
The Financial Ombudsman Service's entry in the "public register of data controllers" can be seen online at www.ico.gov.uk. For more information about data protection, please contact the Information Commissioner's Office:
The Information Commissioner
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

phone: 01625 545 745
fax: 01625 524 510

The_Loan_Ranger

This is all good info, but please remember- obtaining the CEO's e-mail address doesn't guarantee a personal response from them: it's suckers like me in Customer Relations Departments that write the responses which are then 'ok'd' by PA's . The response is essentially from the same source: Customer Services.

FOS are an impartial body who, on the whole, do a marvellous job but can only adjudicate where there has been clear evidence of misrepresentation etc. The case may take over six months for an adjudicator to reach a decision; if this is favourable to the customer, the business involved has the right to disagree and it can then be passed on to the Ombudsman proper - this can then take in excess of another six months before resolution is achieved.

The moral of the story is: if you think you've been ripped off and have genuine reasons for believing so, rather than seeing something as an opportunity to leech back money through loop-holes in the system - then stick with it. But if there is any doubt of malpractice, be prepared to wait a long time. Mr FOS gets busier and busier by the day, and as they aren't allowed to discriminate, this doesn't help the genuine claimant's situation.