MBNA:PPI questionnaire

IH8Banks

We have recently resent off letters to MBNA claiming mis sold PPI.
They tried to fob us off previously( 18 months ago) saying they were waiting for the court ruling.
Yesterday we received a letter saying:
Further to your letter Iam sorry that you had cause to complain about Payment Protection Insurance ( PPI) policy on the above mentioned account.

Having reviewed your complaint I do not have sufficient information from you regarding your sale and as such would request that you complete and return to me the enclosed questionnaire. This questionnaire was designed by the Finacial Ombudsman Service and will enable me to consider your complaint further.

Should we complete as much as we can, although a lot of the info they are requesting we cant remember as it was some 6 years ago.
Or should we ignore the questionnaire and just keep chasing via letters & phone?

dunstonh

Should we complete as much as we can, although a lot of the info they are requesting we cant remember as it was some 6 years ago.

If you cannot remember then how can you be complaining?

They are trying to find out why you were mis-sold. Your complaint clearly didnt give them sufficient information. Remember that there is nothing wrong with having PPI. If it was sold and set up correctly then you have no grounds for complaint. If it was mis-sold or set up incorrectly then you do. However, they need to find out why and ideally see evidence to support this.

Or should we ignore the questionnaire and just keep chasing via letters & phone?

They can just reject your complaint if you do that on the basis of no evidence to support your complaint. You may then want to go to the FOS but the FOS will ask you to fill it in.

Do note that the uphold rate at the FOS has fallen from 92% to 68%. Complaints with no wrong doing or no provable wrong doing are getting rejected more now than they were some months ago where it was almost an auto-uphold.

IH8Banks

Thanks.
When I said I couldnt remember some of the questions they are:
What did you borrow the money ( or take the credit) for?

bobothebear

Well I sent off to MBNA with zero hope of getting anything as I didn't have a good reason unlike my dad who was self employed. The reason I stated in the questionaire was:
I was not given the correct information when the policy was sold to me, as having recently looked at the paperwork for my credit card I now realise that I have been paying for insurance that I did not know I had taken out so could not have been explained to me. I do not recall signing any forms or tickboxes to agree to take out the insurance.
This was all when I was living with my parents 10 years ago and this morning my mum popped over with a lovely letter saying that I would get a cheque for £1000!

dunstonh

Where a question is not applicable then state N/A. Where you cannot remember than say so. Do not lie (if they catch you out telling lies then you lose credibility and any grey area will go against you). Dont give them anything to hang you with. However, some things will help your case more.