My 15 steps and 9 months to a Successful Firstplus PPI claim:

kennavern

1) 22 January 09 - I downloaded Martin's:money: PPI claim step1 letter, filled in my details stating that I felt I was mis-sold the policy and posted it off to First Plus.
2) 27 January 09 - I received a letter saying that they are looking into my concerns and would let me have a response or update no later than 20 February 09.
3) 20 February 09 - I received a letter saying that they are yet to finalise the details but remain committed to resolving my complaint and would contact me again by 20 March 09.
4) 20 March 09 - I received a letter saying that they are not yet in a position to provide me with a full response because they are still waiting for the original recordings of the telephone calls which took place during the stages of my loan application and they would get back to me no later than 10 April 09.
5) 25 March 09 - I received a 3 page letter stating what was supposedly discussed by their account manager during the sale of my policy finishing with "The account manager asked if you had any questions regarding the terms and conditions we sent out to you for the PPI and you both replied NO". They then stated that having completed their investigation they were unable to agree that my policy was mis-sold and that they were sorry if this was not the answer I wanted but they hoped their explanation was helpful. They suggested that if I was dissatisfied with their response I should contact the FOS.
6) 12 May 09 - I downloaded Martin's PPI claim step2 letter, filled in my details stating that I did not feel that their letter dated 25 March offered satisfactory justification that my policy was sold fairly, reasonably and within my best interests and posted it off to First Plus.
7) 14 May 09 - I received a letter saying thank you for my letter dated 12 May and that my comments had been noted and they would provide a full response no later than 28 May 09.
8) 21 May 09 - I received a letter saying that the senior managers of Firstplus are willing to reach an agreement with me in an attempt to reach a mutually agreeable outcome. The enhanced rebate they were prepared to offer was calculated on a pro-rata basis of 78% of the insurance premium. They attached an acceptance letter for me to sign and return.
9) 5 June 09 - I downloaded the Ombudsman complaint letter from Martin's website, filled it in and posted it off to the Financial Ombudsman Service.
10) 15 June 09 - I received a letter from the Financial Ombudsman thanking me for my correspondence and stating that they are currently receiving a very high volume of enquiries and that they would provide me with a full response as soon as they could.
11) 2 July 09 - I received a letter from the Financial Ombudsman thanking me for contacting them about my complaint and stating that they would now ask the business for further information about the case. Then as soon as they are able they would pass my complaint over to one of their adjudicators but said because they are dealing with a particularly large number of complaints they were sorry that it might be a while before an adjudicator would be free to look into my case. They finished by saying that one of their colleagues would write to me as soon as possible and certainly within two months to keep in touch.
12) 16 August 09 - I received a letter from the Financial Ombudsman requesting copies of all correspondence I had with Firstplus and my PPI contract, I immediately copied and returned.
13) 19 August 09 - I received a letter from the Financial Ombudsman thanking me for my correspondence which was received safely on 18 August and that they had noted my comments and would pass this on to the team investigating my complaint for further consideration.
14) 2 September 09 - I received a letter from the Financial Ombudsman stating that their next step was to hand my complaint to one of their adjudicators who would consider carefully what I and the firm have said before setting out their view on how the complaint should be settled. Once again they said because of a large number of complaints they were sorry that it might be a while before an adjudicator is able to look into my case however they would write to me as soon as possible and certainly within two months to keep in touch.
15) 18 September 09 - Finally some good news, I received a letter from the Financial Ombudsman stating "I am pleased to let you know that following our involvement Firstplus has now agreed to make an offer to settle your complaint. I believe I will be refunded all the money I have paid for the PPI to date plus 8% interest.

I now eagerly await the precise terms of the proposed settlement from Firstplus.

wen3

Well done and thank you for posting like this as this is very helpful especially to us right now as we are just about to do this with Firstplus, I would be interested to see what Firstplus offer you and when you actually get it settled

marshallka

Well done to you. I love any win against this firm and so quick from first saying it was waiting and then to the letter of "yesssss".:j

di3004

kennavern wrote: »

1) 22 January 09 - I downloaded Martin's:money: PPI claim step1 letter, filled in my details stating that I felt I was mis-sold the policy and posted it off to First Plus.
2) 27 January 09 - I received a letter saying that they are looking into my concerns and would let me have a response or update no later than 20 February 09.
3) 20 February 09 - I received a letter saying that they are yet to finalise the details but remain committed to resolving my complaint and would contact me again by 20 March 09.
4) 20 March 09 - I received a letter saying that they are not yet in a position to provide me with a full response because they are still waiting for the original recordings of the telephone calls which took place during the stages of my loan application and they would get back to me no later than 10 April 09.
5) 25 March 09 - I received a 3 page letter stating what was supposedly discussed by their account manager during the sale of my policy finishing with "The account manager asked if you had any questions regarding the terms and conditions we sent out to you for the PPI and you both replied NO". They then stated that having completed their investigation they were unable to agree that my policy was mis-sold and that they were sorry if this was not the answer I wanted but they hoped their explanation was helpful. They suggested that if I was dissatisfied with their response I should contact the FOS.
6) 12 May 09 - I downloaded Martin's PPI claim step2 letter, filled in my details stating that I did not feel that their letter dated 25 March offered satisfactory justification that my policy was sold fairly, reasonably and within my best interests and posted it off to First Plus.
7) 14 May 09 - I received a letter saying thank you for my letter dated 12 May and that my comments had been noted and they would provide a full response no later than 28 May 09.
8) 21 May 09 - I received a letter saying that the senior managers of Firstplus are willing to reach an agreement with me in an attempt to reach a mutually agreeable outcome. The enhanced rebate they were prepared to offer was calculated on a pro-rata basis of 78% of the insurance premium. They attached an acceptance letter for me to sign and return.
9) 5 June 09 - I downloaded the Ombudsman complaint letter from Martin's website, filled it in and posted it off to the Financial Ombudsman Service.
10) 15 June 09 - I received a letter from the Financial Ombudsman thanking me for my correspondence and stating that they are currently receiving a very high volume of enquiries and that they would provide me with a full response as soon as they could.
11) 2 July 09 - I received a letter from the Financial Ombudsman thanking me for contacting them about my complaint and stating that they would now ask the business for further information about the case. Then as soon as they are able they would pass my complaint over to one of their adjudicators but said because they are dealing with a particularly large number of complaints they were sorry that it might be a while before an adjudicator would be free to look into my case. They finished by saying that one of their colleagues would write to me as soon as possible and certainly within two months to keep in touch.
12) 16 August 09 - I received a letter from the Financial Ombudsman requesting copies of all correspondence I had with Firstplus and my PPI contract, I immediately copied and returned.
13) 19 August 09 - I received a letter from the Financial Ombudsman thanking me for my correspondence which was received safely on 18 August and that they had noted my comments and would pass this on to the team investigating my complaint for further consideration.
14) 2 September 09 - I received a letter from the Financial Ombudsman stating that their next step was to hand my complaint to one of their adjudicators who would consider carefully what I and the firm have said before setting out their view on how the complaint should be settled. Once again they said because of a large number of complaints they were sorry that it might be a while before an adjudicator is able to look into my case however they would write to me as soon as possible and certainly within two months to keep in touch.
15) 18 September 09 - Finally some good news, I received a letter from the Financial Ombudsman stating "I am pleased to let you know that following our involvement Firstplus has now agreed to make an offer to settle your complaint. I believe I will be refunded all the money I have paid for the PPI to date plus 8% interest.

I now eagerly await the precise terms of the proposed settlement from Firstplus.

Fantastic:T:T:j:j
A BIG well done to you, Congratulations.
:beer::beer: