Barclays PPI (cant find details)?

lindylou74

Hi
I wonder if anyone can help and advise me what to do next?

I have just received a letter from Barclays which says
We have completed an investigation and have been unable to locate a policy in your name. As a result we are unable to establish if you have had a PPI policy with us, therefore your complaint has not been upheld.

They are asking us to provide information ( original paperwork etc) for them to continue the investigation.

In another letter they have managed to establish we had no PPI on another loan and have sent the original paperwork to confirm that.

I have around 9 loans that they are looking into and no longer have the paperwork for any of them so im a bit stuck on what to do as its convient for them not to have the paperwork.

I have read on here some others that Barclays have offered a settlement figure if they have not been able to find the original policy details. I reckon this is just a way for them to get away with it.

Its funny how they are quicker to respond to the non upheld decisions and not as quick to give me a decision on the upheld ones?

Lindy

di3004

Hi Lindy

Maybe its worth requesting a Subject Access Request (SAR) to their data department and see what they come back with.

If you bank or banked with these as well, for the SAR you enclose you account number of the bank and they should provide all details of all the accounts held with them, but otherwise on requesting a SAR, give them as many details as possible, any other surname, older addresses if this applies to you, and your date of birth. (If no bank account number to enclose on the SAR).

There is a SAR letter template below, enclose the one off payment of £10 cheque or postal order, they have 40 calendar days to comply.
Hope this helps, good luck.

https://forums.moneysavingexpert.com/discussion/1475553

di3004

Another suggestion would be to check bank statements of where you paid your loan monthly repayments, if you bank online, this may allow you to go back to about 2002, and the loan account number is normally shown next to the loan monthly repayment, or call directly in a local branch, speak to whoever available or branch manager who may try to locate the details for you.

lindylou74

They have the accounts details as i only originally sent off for about 4 loans and they sent me FOS forms to fill in for the additional loans they have found. Its difficult as im not sure which loan they are referring to as the ref they are using are different from the details i have on the statements.

I think i might need to wait for the remaining compalints to be dealt with so i can determin which loan this is in ref to.

Thanks

BigGerbil

I too got one of these Barclays letters today.

Thank you for your letter regarding the sale of Payment Protection Insurance on your Mortgage.

We have completed our investigation and can confirm that although Payment Protection Insurance was included in the Mortgage. As we have been unable to establish that you had a PPI policy from us, your complaint has not been upheld.

(Yes, the second paragraph is grammatically odd.)

With my PPI letter, I provided the original Woolwich mortgage offer letter which stated that it included PPI payments of £31.90 per month within a total monthly payment of £554.85. Although taken out with the Woolwich, all Woolwich mortgages were transferred to Barclays sometime around 2005.

Am I right to state that Barclays are not disputing the fact that I had PPI on the mortgage sold by them, but are disputing that they themselves were the provider of the insurance? Not sure I follow their logic as to why this would invalidate my claim as they arranged the mortgage and took all the payments from my account.

Part of my PPI complaint was that I was never actually provided with the PPI documentation (despite complaining about it twice in 2002). I therefore do not have a record of the PPI policy number.

Any advice on next steps much appreciated!

dave345

lindylou74 wrote: »

Hi
I wonder if anyone can help and advise me what to do next?

I have just received a letter from Barclays which says
We have completed an investigation and have been unable to locate a policy in your name. As a result we are unable to establish if you have had a PPI policy with us, therefore your complaint has not been upheld.

They are asking us to provide information ( original paperwork etc) for them to continue the investigation.

In another letter they have managed to establish we had no PPI on another loan and have sent the original paperwork to confirm that.

I have around 9 loans that they are looking into and no longer have the paperwork for any of them so im a bit stuck on what to do as its convient for them not to have the paperwork.

I have read on here some others that Barclays have offered a settlement figure if they have not been able to find the original policy details. I reckon this is just a way for them to get away with it.

Its funny how they are quicker to respond to the non upheld decisions and not as quick to give me a decision on the upheld ones?

Lindy

Hi Lindy i had a letter from barclays same as you oh we cant find you on the system can you provide more information etc i never had no old statements but i managed to get a credit report file showing i did have a loan with them with the dates showing so sent that off with another copy of the fos questionare about 2 weeks ago still waiting to hear but shall ring them up again to chase them. cheers dave

Macca61

Hi

I had the same thing over mortgage policies,they denied me ever having one so i phoned Barclays Insurance Dublin who confirmed they had records, i then applied for an SAR which when all my records arrived clearly showed every single payment i had made to the company with loan account numbers.
I then sent another letter to Barclays Leicester confirming all this and within 4 weeks they paid out £4200
Having said this I still have 2 personal loans still outstanding , i phoned them again this morning and they said the investigation is still ongoing.
The SAR is worth doing £10 and you get every bit of info they have on you.
There letter came with the offer stating "we are unable to find records so we are upholding your complaint"
What a lot of bull, if i can find records so can they.
Regards

SandyMc

I wonder if anyone can help and advise me what to do next?

I have just received a letter from Barclays which says
We have completed an investigation and have been unable to locate a policy in your name. As a result we are unable to establish if you have had a PPI policy with us, therefore your complaint has not been upheld.

They are asking us to provide information ( original paperwork etc) for them to continue the investigation.

In another letter they have managed to establish we had no PPI on another loan and have sent the original paperwork to confirm that.

I have around 9 loans that they are looking into and no longer have the paperwork for any of them so im a bit stuck on what to do as its convient for them not to have the paperwork.

I have read on here some others that Barclays have offered a settlement figure if they have not been able to find the original policy details. I reckon this is just a way for them to get away with it.

Its funny how they are quicker to respond to the non upheld decisions and not as quick to give me a decision on the upheld ones?

My husband has had exactly the same letter - but he had sent the policy attached to the claim form!!!! How can they say they cannot locate the policy when it is appended to the cliam form!!!!

collin_2

Had the same letter yesterday for two loans i took out in the 90's with no paperwork as proof of it, so called into my local branch and they found another loan that i took out in 2003(which i coudn't remember) so that is added to my claim. But the lady in Barclays was very dismissive of my chances without any paperwork, gutted!

bill86

I was sent exactly the same letter a few weeks ago! In my complaint questionnaire, I'd written all the loan account details and sent copies of the loan agreement which clearly showed the amount of the PPI premium loan and repayment costs! I phoned up Barclays and the woman on the phone tried to tell me that in fact, my grandmother (who I'm complaining for) had decided not to choose PPI on her loan... I pointed out to her that her monthly repayments included the PPI premium loan repayments and she agreed with me in the end and re-opened the claim. It would have only taken 2 minutes for someone at Barclays to have realised all of this, so it does seem to suggest they are trying it on... maybe someone who was less sure about their claim, would have just given up after receiving such a letter :undecided