Santander - Refusal of PPI refund

nlh25

Hi guys,

Just received a letter back from Santander after trying to reclaim PPI premiums. I originally took out a personal loan with Alliance and Leicester in May 2008 which was then transferred to Santander. The letter states they listened to the original phone call I had with Santander and suggests that "all the benefits, exclusions and limitations of the policy were discussed in full... informed that the policy was optional".

However I am certain, as a creature of habit, I would not have agreed to PPI, as I haven't done with all my other loans etc. in the past. Has any one else had this explanation or similar experiences? Is there anyway I could convince Santander to let me listen to this original phone call? What can I do before contacting the Ombudsman?

Thanks guys

wannapayoff

Ask them for the phonecall transcript.

dunstonh

Remember that having PPI is not wrong. There has to be a mis-sale or fault in setting up to get redress (except the banks that are auto upholding on backlog complaints - which Santander are not currently doing).

What was your complaint and what were their answers to the complaint?

FOS are only currently upholding 68% of PPI complaints. Well down on the 92% it was last year. This is not uncommon in widespread issues where initially there is a clamour where everyone gets paid out then a bit of common sense comes back in where you cant accept everything at face value and evidence and facts need to be looked at.

zoorooms

I have had 2 loan a/c's originally with alliance and leicester, both taken out in 2007, the first one, taken out in January had no ppi, but I remember on taking out the second one, they inisisted it was a condition of the loan that I have ppi.

I thought no more of it until the other day, only 2 monthly payments left and thought I would enquire as to whether I could claim. I phoned up the loans department who told me to phone head office ppi claims.

I phoned head office ppi claims and said that I had been required to take out ppi, even though I didn't want it, no forms to fill in, no reference numbers, that was it. One day later and a member of the ppi claims team phoned me to say that my claim had been upheld and I would receive all the premiums back plus 8% interest! I was told I would receive this within 8 weeks.

Two things confused me,

Firstly no-one at Santander (as now is) was able to give me a definitive answer as to how much money was being charged on my loan in the way of ppi?

Secondly, why if the process is this simple, would I ever use a 3rd party to make the claim for me?

Not massive issues, but I'm very happy with the process...

dunstonh

Firstly no-one at Santander (as now is) was able to give me a definitive answer as to how much money was being charged on my loan in the way of ppi?

Its added as a single premium at the start.

Secondly, why if the process is this simple, would I ever use a 3rd party to make the claim for me?

You wouldnt. Claims companies are part of the reason they uphold success rate is falling.

Yours was an easy complaint. The verbal allegation wasnt why you were upheld (being told you need it). You cant prove that. More likely it was single premium plus interest and added to loan that was the reason they upheld it.