Welcome Finance. WWYD??

LilacPixie

long story short In my dumb ill informed days i had a loan with welcome finance that i topped up twice so really 3 loans in all. Each time i was told PPI was compulsary despite me having long running health problems and a generous employer benefits.

I wrote to welcome around 9 weeks ago complaining about this after finding all my paperwork. They replied and said they would investigate and have a final response to me by 19th September 2009.

Today I have received the following letter dated 17th September

Thank you for your letter dated 19th July 2009 regarding your recent complaint.

I would like to apologise for the delay in issuing our final response. We are currently awaiting additional information from our files, so we may conclude our investigations.

I would like to take this opportunity to thank you for your patuence whilst we finalise our investigation and ensure a final response will be issued shortly

Should you remain dissatisfied with this response you may escalte your complaint to the Financial Ombudsman Service but would as you remain patient while we conclude our investigation.

So WWYD??

My mind is screaming seriously does it take them 8+ week to request something from files?? Surely whatever it is they are looking for doesn't actually exist.
On the other hand I do not want to appear to be too hasty in the eyes for the FOS and I would like a proper final response from Welcome before deciding if I need to go to the FOS.
There is also the point that if i contact FOS then welcome decides to admit liability I have wasted the FOS's time and they are already swamped with complaints.
On the other hand I do not want this to hang about for weeks and weeks mnths and months because it appears that the timescale for the FOS to deal with complaints is increasing and to be honest I want the money they have taken from me back ASAP.

pinknico

Ring the FOS and see what they advise.Do you have proof of posting letter to Welcome?

di3004

LilacPixie wrote: »

long story short In my dumb ill informed days i had a loan with welcome finance that i topped up twice so really 3 loans in all. Each time i was told PPI was compulsary despite me having long running health problems and a generous employer benefits.

I wrote to welcome around 9 weeks ago complaining about this after finding all my paperwork. They replied and said they would investigate and have a final response to me by 19th September 2009.

Today I have received the following letter dated 17th September


So WWYD??

My mind is screaming seriously does it take them 8+ week to request something from files?? Surely whatever it is they are looking for doesn't actually exist.
On the other hand I do not want to appear to be too hasty in the eyes for the FOS and I would like a proper final response from Welcome before deciding if I need to go to the FOS.
There is also the point that if i contact FOS then welcome decides to admit liability I have wasted the FOS's time and they are already swamped with complaints.
On the other hand I do not want this to hang about for weeks and weeks mnths and months because it appears that the timescale for the FOS to deal with complaints is increasing and to be honest I want the money they have taken from me back ASAP.

Hi hun
Its good to hear from you.;) Hope your well.

Its so annoying isn't it on the waiting?

If you do decide to go straight to the FOS now, and struggling financially, let them know and request for fast tracking, hopefully they will consider this for you.
I was reading another post the other day where the FOS have taken on more staff to help with these particular complaints, due to the extreme volumes of these complaints.

Set your own timescale, say for eg: 7 or 14 days and if you hear nothing, then if you want to move on to the FOS. It's entirely up to you, hope you hear from them soon with the news you've been waiting for.;)

chequeout

Hey there! I know Welcome can be a pain (I have had two loans with them) but - to be fair to them - I have just reclaimed PPI from them and i received a couple of these letters too. However, they did eventually get back to me with a final decision around 3 weeks after I received this last letter from them. And, to be fair to them again, they have been pretty quick in getting things sorted once they found in my favour.

Welcome can be a nightmare - and they are USELESS at getting through to by telephone and I'm dubious of the advice they give out over the phone - but I'm a big believer in giving credit where it is due and, in my experience, they have been fine with the PPI reclaiming process.

I would give it a few weeks before going to the FOS to be honest. Fair enough if you are still hanging on then, but I'd say give them a chance, they have been ok with me. I know it's your money, you want it back etc (and i was getting desperate also) but, in all honesty, the FOS won't act instantly anyway.

Whatever you do - good luck ;-)

LilacPixie

Thaks guys

Pink - yet i have proof of posting and proof of them receiving the letters on 16th July 2009 although they say it was received 19th July but i won't argue over 3 days FOS woman i spoke too says they will accept the complaint now as 8 weeks have past with no final response but it is up to me if i choose to wait a while longer.

Di - I hope you are well. I'm doing ok. My MS is playing up and DLA have bumped me down to lower care only from mid care higher mobility so i'm in the middle of appealing that decision. Occupational Therepy are making some adjustments to my home but ultimatly we need to sell up. Financially not struggling as such but belts have definatly been tightened massivly. I hope they have taken on more staff actually. I have a claim in re blackhorse since January so hopefully that should be working its way up the queue.

Chequeout - I think welcome have had a huge wrist slapping from the FOS. 6 -12-18 months ago the fourm was full of posts of welcome dismissing complaints totally or not even responding to them. Now many seem to be being settled now before the FOS stage. Did welcome enclose a cheque with their final response or did you thenhave to wait an additional time for that? I have seen posts saying 8-12 weeks for payout to arrive.

chequeout

Hi Lilac

Nope - no cheque with the final response....

In my particular case, I still owed them around £800 and the PPI refund was for £1100. So, they have written off the £800 and are sending me a cheque for the remainder.

I know for a fact my account has been closed with them (have called my branch three times and have spoken to three separate people, all of whom confirm my account is showing as closed) but I am still waiting for the cheque to arrive for the remainder. However, this has all happened within the last week or so, so I will give them a bit more time for the cheque.

di3004

LilacPixie wrote: »

Thaks guys

Pink - yet i have proof of posting and proof of them receiving the letters on 16th July 2009 although they say it was received 19th July but i won't argue over 3 days FOS woman i spoke too says they will accept the complaint now as 8 weeks have past with no final response but it is up to me if i choose to wait a while longer.

Di - I hope you are well. I'm doing ok. My MS is playing up and DLA have bumped me down to lower care only from mid care higher mobility so i'm in the middle of appealing that decision. Occupational Therepy are making some adjustments to my home but ultimatly we need to sell up. Financially not struggling as such but belts have definatly been tightened massivly. I hope they have taken on more staff actually. I have a claim in re blackhorse since January so hopefully that should be working its way up the queue.

Chequeout - I think welcome have had a huge wrist slapping from the FOS. 6 -12-18 months ago the fourm was full of posts of welcome dismissing complaints totally or not even responding to them. Now many seem to be being settled now before the FOS stage. Did welcome enclose a cheque with their final response or did you thenhave to wait an additional time for that? I have seen posts saying 8-12 weeks for payout to arrive.

Hi hun
So sorry to hear of the MS, you poor girl, it must be agonising for you, hope you get better soon, thinking of you.:A
I hope they get on with all your claims now as well, which would be a help to put things right for you in that sense for you anyway.
Take care and will keep watching your posts......xxx

LilacPixie

Thanks Di.

I think what i will do is reply to their letter and say i find it astounding that it takes longer than 8 weeks to retreive paperwork from their archives and directly ask what it is they are waiting on. I may also be helpful and advise I keep everything so no doubt i could send them the missing info in a quicker tim. that is unless they are looking for something that doesn't actually exist!!

chequeout

LilacPixie wrote: »

Thanks Di.

I think what i will do is reply to their letter and say i find it astounding that it takes longer than 8 weeks to retreive paperwork from their archives and directly ask what it is they are waiting on. I may also be helpful and advise I keep everything so no doubt i could send them the missing info in a quicker tim. that is unless they are looking for something that doesn't actually exist!!

Well good luck - and keep us posted!!

Bangoutofluck

When you topped up the loan how long a term have they spread it across? Where did you sign the documents~?~ Welcome finance tried to hide allot of their bad debt and they did it buy topping up loans over silly terms. And most of the agreements are null and void. Their are several company's now helping people claim back their unaffordable credit agreements.
Its the main reason why they have stopped trading for new business. The CEO and the board have been suspended for trading illegally and trying to cover up their bad debt! Their is hope yet...

Sol00

LilacPixie wrote: »

long story short In my dumb ill informed days i had a loan with welcome finance that i topped up twice so really 3 loans in all. Each time i was told PPI was compulsary despite me having long running health problems and a generous employer benefits.

I wrote to welcome around 9 weeks ago complaining about this after finding all my paperwork. They replied and said they would investigate and have a final response to me by 19th September 2009.

Today I have received the following letter dated 17th September


So WWYD??

My mind is screaming seriously does it take them 8+ week to request something from files?? Surely whatever it is they are looking for doesn't actually exist.
On the other hand I do not want to appear to be too hasty in the eyes for the FOS and I would like a proper final response from Welcome before deciding if I need to go to the FOS.
There is also the point that if i contact FOS then welcome decides to admit liability I have wasted the FOS's time and they are already swamped with complaints.
On the other hand I do not want this to hang about for weeks and weeks mnths and months because it appears that the timescale for the FOS to deal with complaints is increasing and to be honest I want the money they have taken from me back ASAP.

Having dealt with Welcome before, I would file a complaint with the FOS. They advised in black and white that you would receive a resolution by 19th Sept and they haven't done this. Welcome are very quick at dishing out, but not so good at taking it back.