How long before getting in touch?

gaz100uk

Hi there,

Hopefully i have got this in the correct section now. (sorry all)

I have started the process of trying to reclaim my PPI from my MBNA credit card. I sent my consumer questionnaire off on the 8th September. However i have not heard anything back from them even an letter saying they have received my letter. How long should i leave it before i get in touch? should I be trying a different approach?

Many thanks in advance.

steveimp

Hi, I've just this minute put my phone down (not nastily) to HSBC regarding my complaint to them about PPI being put on my HSBC credit card without permission and without any contract being signed to have it. The complaint has been ongoing on their systems for nearly 3 weeks now and she looked on the computer to see it was simply that - "ongoing". She said that PPI complaints are taking up a lot of the time of the Service Quality team at the moment and it's possible it will be eight weeks before I hear anything back from them as regards the settling of the complaint.

di3004

Hi there

If the 8 weeks have passed and you've not heard anything at all, then you can make the complaint to the Financial ombudsman service (FOS), you could give them a quick ring and ask if they are actually dealing with it.
Good luck, please let us know, cheers.;)

gaz100uk

Thanks all,
Just got of the phone. They are saying they logged my complaint on the 18th Oct. mmm 6 weeks since i sent it. Anyway they have set a responce date of the 9th Nov. so lets see what they come back with.

di3004

gaz100uk wrote: »

Thanks all,
Just got of the phone. They are saying they logged my complaint on the 18th Oct. mmm 6 weeks since i sent it. Anyway they have set a responce date of the 9th Nov. so lets see what they come back with.

Fingers crossed Gaz.;)

Di

gaz100uk

An update. On the 10th Nov. i received a letter saying they needed more time to investigate my claim and would be in touch shortly. Yesterday i received another letter basically saying 'They are unable to provide a final response at the moment. This is because the standards my complaint are assessed on namely the FSA policy statement on PPI complaints and guidance published by the financial Omb. Service are subject to legal proceedings between the BBA & the FSA' until this is resolved they cant make a decision. In the meantime they will register my complaint and provide a full response when the matter has been resolved in the courts.

Is this normal? What should I do sit and wait or tell them I’m referring it to the Ombudsman services?

Thanks in advance.

dunstonh

Is this normal? What should I do sit and wait or tell them I’m referring it to the Ombudsman services?

its normal at this time and you dont need to tell them you are going to the FOS. The FOS will take care of that.

gaz100uk

Thanks for that. So should i fill in the paper work and go to the FOS now or wait till the court ruling?

di3004

Hi Gaz

You can do either, sit it out, or make the complaint to the FOS now if you want to.
Its difficult to predict really on how long this could take if you wait, and as you may be aware, it may also take some time with the FOS as well, due to large volumes of complaints. but its your choice now.
Good luck.;)