Mbna

cathcath1

HI dont give up, they will get back to you within 7 days.just state your case and stick to the facts about the sale and why you think you were mis sold. I am sure they will get back to you within the seven days, they did with me, and they will agree to a refund

DEB.BLUE

Hi I have received the same letter rejecting my claim, and as Im not very good with this writing of letters so used a template from here for my original, can I ask what you said in your email to the Ceo to have him look at it further. As I was receiving treatment for breast cancer Im sure they would not include this in my PPI. Still suffering from 'chemo brain' so im just blank on what to say and was wondering if someone could just give me a little pointer of what to say.

Thankyou

The_Logans

DEB.BLUE wrote: »

Hi I have received the same letter rejecting my claim, and as Im not very good with this writing of letters so used a template from here for my original, can I ask what you said in your email to the Ceo to have him look at it further. As I was receiving treatment for breast cancer Im sure they would not include this in my PPI. Still suffering from 'chemo brain' so im just blank on what to say and was wondering if someone could just give me a little pointer of what to say.

Thankyou

Here is what I sent...

Dear Mr O'Doherty

I forward this to you in the hope of some response, as I am yet to even receive an acknowledgement that my message has been received.

I was very disappointed to receive a final decision letter from Ms Gail Powell stating that I should take my complaint straight to the Financial Ombudsman should I wish to enter into any further correspondence. For the reasons summarised in the email below I believe this response to be insufficient and the reasons given for rejection of my complaint to be in breach of the FSA guidance.

I look forward to a response.

Yours sincerely

Original email:

Dear Sir/Madam

Re: complaint reference xxxxxx

I discussed your final response letter dated 4th October 2011 today with your advisor Katie. Having asked her to refer me to a team leader she came back and advised me to send the response below to this email address to have the case reopened and assessed further.

In relation to your response of 4th October 2011 I wish to contest your response that you will not uphold my complaint nor will you issue a refund of my premiums.

The justification you give for rejection of my complaint is a breach of FSA guidelines. You state that I took the option to ‘tick the box’ and therefore actively chose to purchase PPI however, the FSA document PS10/12 Appendix 1 Final Handbook Text paragraph 3.3.5 states that "the firm should not reject a complainant's account of events solely on the basis that the complainant signed documentation relevant to the purchase of the policy"

Last December the bank’s regulator, the Financial Services Authority (FSA), issued guidelines defining when a customer should be compensated for being mis-sold such a policy: these included that PPI sellers should talk customers through the key features of a policy rather than assuming they would read relevant documentation, and make it clear the cover was optional. A court case that ended on 20 April ruled the banks must adopt their regulator's guidelines. With this in mind, I believe I was mis-sold the policy. No one talked me through the policy features, you assumed that I would read the pop-up window text. Had someone discussed the policy features with me it would have become apparent that you were selling me insurance I did not need.

Your letter stated that I had not provided evidence that I had any other adequate means of protecting my repayments, however such evidence was never requested. INSERT YOUR OWN DETAIL HERE e.g. sick pay, redundancy entitlement or other means...

Given that it is now 5 weeks since I submitted my original complaint, I look forward to a timely response on this matter.

Yours faithfully

The_Logans

Joannie51 wrote: »

I did the same yesterday and got same email as you then a follow on one saying that they would look into it and reply in 7 days.

Yep I've got that second email now too.

Joannie51

What did you second one say Logans

DEB.BLUE

Thank you very much The Logans that is much appreciated, I will give it a go, thanks again.

Debbie

DEB.BLUE

Hi just to keep you all informed, I did as The Logans said and sent an e-mail to CEO of MBNA got an out of office reply on Monday but yesterday received and e-mail from the complaints team manager saying my complaint has now been forwarded to him and he will investigate and will come back to me in 7 working days.

The_Logans

Joannie51 wrote: »

What did you second one say Logans

It said this...


Dear Mrs Logan,

Many thanks for your recent E-mail, Mr O’Doherty has asked me to investigate your compliant on his behalf. Please allow seven working days for me to conduct this investigation and don’t hesitate to contact me on the details below if you have any additional queries.

Kind regards

Paul

Today is the 7th working day, wonder if I'll hear from them???

The_Logans

Have heard nothing :mad: Will be phoning them again in the morning

The_Logans

Well, I phoned at got a voicemail, then I emailed again this morning. This is the response I just received...

Good Morning Mrs Logan,

Regrettably, Paul Williams is away from the office until Monday 07 November 2011 and so I have been conducting the investigation into your complaint, sent to Ian O’Doherty on 21 October 2011.

I can confirm that our Final Response was issued on 31 October 2011 and should be with you by the end of the week.

Regards

Matthew


Do you think they would have told me if my complaint was upheld this time? I think it'll be another rejection letter