Lombard (RBS) Claim

Giffer2

I sent them the standard letter at the beginning of September, didn't hear anything after 4 weeks so called them up - Lombard told me that they had only just received it (4 weeks later) as they had moved location and their mail had taken a while to catch up - I then received a letter from RBS PPI team advising they are investigating this (This was the beginning of October - Letter had the same date as my telephone enquiry!) then a couple of days later I receive another telling me they are still looking into it and hope to have an answer within 4 weeks.

Well 4 weeks passed and I called them up to see what had happened and if they had sent a letter out and had it been delayed due to the postal strikes, they told me that they hadn't sent a letter and that Lombard were sending over some 'information on how the policy was sold' and that they didn't have an answer - I told them that I sent the letter out at the beginning of September (As I was curious as to their answer) and was told yes, they had received it on the 8th September and the 8 weeks was nearly up!

So seeing as they have had the complaint for 8 weeks and are still looking into it but not letting me know, where do I stand and what should I do?

di3004

Giffer2 wrote: »

I sent them the standard letter at the beginning of September, didn't hear anything after 4 weeks so called them up - Lombard told me that they had only just received it (4 weeks later) as they had moved location and their mail had taken a while to catch up - I then received a letter from RBS PPI team advising they are investigating this (This was the beginning of October - Letter had the same date as my telephone enquiry!) then a couple of days later I receive another telling me they are still looking into it and hope to have an answer within 4 weeks.

Well 4 weeks passed and I called them up to see what had happened and if they had sent a letter out and had it been delayed due to the postal strikes, they told me that they hadn't sent a letter and that Lombard were sending over some 'information on how the policy was sold' and that they didn't have an answer - I told them that I sent the letter out at the beginning of September (As I was curious as to their answer) and was told yes, they had received it on the 8th September and the 8 weeks was nearly up!

So seeing as they have had the complaint for 8 weeks and are still looking into it but not letting me know, where do I stand and what should I do?

Hello there

As long as the 8 weeks have passed - your entitled to take your complaint to the Financial ombudsman service (FOS), however if you want to wait a little longer that is up to you, maybe give your own timescale, say if you have not heard by the next 7-14 days, then you will then take it to the FOS.

You can either download and print a complaint form from the FOS site or ring them to arrange for them to send you one in the post.
http://www.financial-ombudsman.org.uk/consumer/complaints.htm

Good luck, hope you hear soon with a good result.

Giffer2

What were you reclaiming: Loan PPI
Who was the provider: RBS (Lombard Direct)
How much did you get back: £1404
Did you get it back after a letter or did you go to the Financial Ombudsman: Letter to Financial Ombudsman, but settled before being referred.
And then write your brief reclaim tale

The rest of the post kinda shows what happened, interestingly though, I thought it would take a while to sort out as when I lodged the complaint there were 6 payments left on the loan and I thought that they would stall until the loan was paid off then sort it out - 3 weeks after the final loan payment went out and 5 days after the letter confirming the loan was settled arrived, a letter of offer came through.

It did make me laugh though, they listed my concerns and then gave their response "On this occasion I have been unable to confirm precisely what information you were given at the time you purchased the policy" (Read - We know we did wrong) and "In the circumstances, as a gesture of goodwill........." (Read - We're going to refund all your payments, plus interest as we know we did wrong).

di3004

Giffer2 wrote: »

What were you reclaiming: Loan PPI
Who was the provider: RBS (Lombard Direct)
How much did you get back: £1404
Did you get it back after a letter or did you go to the Financial Ombudsman: Letter to Financial Ombudsman, but settled before being referred.
And then write your brief reclaim tale

The rest of the post kinda shows what happened, interestingly though, I thought it would take a while to sort out as when I lodged the complaint there were 6 payments left on the loan and I thought that they would stall until the loan was paid off then sort it out - 3 weeks after the final loan payment went out and 5 days after the letter confirming the loan was settled arrived, a letter of offer came through.

It did make me laugh though, they listed my concerns and then gave their response "On this occasion I have been unable to confirm precisely what information you were given at the time you purchased the policy" (Read - We know we did wrong) and "In the circumstances, as a gesture of goodwill........." (Read - We're going to refund all your payments, plus interest as we know we did wrong).

LOL.........:D

This is great news :T:T
Congratulations.
:beer: