Bank of Scotland PPI offer- where do I go from here?

ruby40

Hello everyone - what a privilege to be posting here. The support and advice provided on this forum is amazing and has helped me so far in successfully reclaiming PPI from MBNA and Santander. To you all who are helping us all a huge thanks x.

However I am currently stuck for my next move with Bank of Scotland regarding my current PPI reclaim with them and hope that someone may be able to help me. I have had a credit card with them from around 1994. I wrote to them back in September about mis-sold PPI. On this letter I enclosed details of my most recent credit card number. They responded saying they were looking into my complaint and also indicated that my account had a number of cards over the years - due to expiry dates and the length of time my account has been active etc. So that was fine and I waited to hear from them. I received a letter last week upholding my complaint which is good news which detailed their offer. However I felt that the amount they have offered is really very small considering the length of time I have had the card and the size of the balance on the account. The letter was headed up with reference to my most recent credit card only with now no mention of earlier cards which they had previously quoted me were active at some time on the account. There was no detail provided in the offer in relation to dates etc so I gave them a call and I must say they were quite aggressive in their discussions with me which I felt was quite uncalled for. The discussion basically was me saying you have gave me an offer on this card only when I have been complaining on the credit card account itself - with them saying that if I wanted to complain about the other cards I would need to do this as separate complaints. I said that the complaint is about my account, not the cards and they agreed to contact the PPI calculators to ask them to review (I wasn't allowed to speak with them direct). So today arrives and I give them a call - they said they tried to contact me on Monday (I had no missed calls!) and that they are sticking with their original position and I could go to the FOS if I wanted. I am amazed that they seem to be taking this stance which I know must be a delaying tactic and are just being deliberately obstructive. I have asked for all of this to be put in writing to me which they weren't intending to do and if I hadn't phoned them again today presume they wouldn't have made any attempt to update me on the situation. I was thinking that maybe I should do a SAR to see if I could gauge some more info on the account but also wonder if I should just bite the bullet and go to FOS. They have upheld my complaint but seem to be focussing on my most recent credit card as I would imagine this is the least painful option to them financially. Has anyone ever heard of this happening anywhere else?

If anyone has any help with this it would be great.

Thx

di3004

Hi there

I would contact the manager/CEO of the business and also ask for a copy of the telephone recording of the discussion that taken place in case you require this for the FOS.

Meanwhile maybe others on here will have some other suggestions for you, good luck and keep at them.

Also well done on your success.:beer:

amersall

They are only obliged to go back 6 years,unless you have proof you paid ppi earlier than this,i would SAR them
https://forums.moneysavingexpert.com/discussion/1475553
And take it from there.

ruby40

Thx for both your replies - really appreciate it.

Have SAR ready to go Monday morning. Have also sent request for more info re the calculations as there were none, have asked for copies/recordings of telephone conversations and to top it off emailed Mr Tookey. I can only try so thanks for the pointers. Will update on progress if there is any.

Cheers

dilus

ruby40 wrote: »

Thx for both your replies - really appreciate it.

Have SAR ready to go Monday morning. Have also sent request for more info re the calculations as there were none, have asked for copies/recordings of telephone conversations and to top it off emailed Mr Tookey. I can only try so thanks for the pointers. Will update on progress if there is any.

Cheers

Best of luck ruby40, you'er doing all you can stick with it, di's and amersall's advice is the best

amersall

dilus wrote: »

Best of luck ruby40, you'er doing all you can stick with it, di's and amersall's advice is the best

Awwww thank you so much

ruby40

It's been a while but thought I'd just update on how I got on.

Well I requested the transactions from BoS who sent me a list of all PPI transactions paid which tallied with what they had said in the redress calcs. Needless to say I felt quite stupid that I had been making such a hoo ha about them not taking into account everything. Anyway during this time I also sent my SAR off and it arrived back to me at the end of January. So I sat down one evening with all the statements provided and my spreadsheet and went through it all. Lo and behold what I identified was what I had been saying all along - they had only considered 2 cards for my account when there had been 4 - and they had provided all 4 cards' statements to me in my SAR. So I called them up, explained what I had found, heard them gulp and eventually after another 5 weeks of waiting had a letter yesterday confirming a further redress amount.

Moral of the story - don't believe everything they tell you and investigate as far as you can. There has been no apology for the error from the BoS which doesn't surprise me.

Thanks to all who boosted my morale and gave me sterling advice when I thought I had nowhere else to go.

Good luck to everyone with their PPI journeys.

x