Complaint rejected by Welcome Finance

symmndarcy

Hi All,

I made a complaint recently regarding Welcome Finance but have today received a final response and they are rejecting my complaint. Could anyone advise of what I should do now?

My complaint - I made a complaint in November 2006 (letter sent recorded delivery) to the head office in Nottingham. I recieved a written letter stating that they were passing my complaint to my then local branch who would deal with this. The local branch contacted me and asked me to come in. They apologised forall the stress they had caused and came up with a solution where on my car loan I would pay a new amount (lower) but no interest added. On my personal loan they said the same apart from that for legal reasons interest would be added but then frozen after one month. At this time I was not told I was missold PPI. I agreed to this and was told I would need to sign a new agreement. Since then (last few months) I have found out that in fact they added interest to the HP and never froze the interest on the personal loan as well as adding payment charges totalling almost £200 (which was not advised). So instead of being in aposition where I should only have a couple more payments due I now (according to them) have thousands outstanding. This was my latest complaint that I will conned into a "new" loan especailly as I signed an agreement that showed no interest - bearing in mind that at the time I had already defaulted and all interest had been frozen anyway and the fact that it was supposed to be a resolution to my complain in 2006. My original complaint in 2006 was that I tried to give the car back following a brain viral infection a few months after taking the car (they rejected my PPI claim as I had previously complained about a headache - though the sales people were aware of this) and that I was then bullied and intimidated by their staff in my own home despite having the brain viral infection and being depressed and not even allowed to drive. There was also some additional minor complaints as well.
Now in their response they claim they have no record of me making a complaint in 2006 as well as them claiming they have the agreement with interest on. What do people think I should do as a) I have course have no paperworkshowing my complaint in 2006 as I was under the impression it had been resolved and in fact in my dealings with that branch in subsequent visits they affirmed that I was not paying interest and b) if they have an agreement showing interest then this was added after i had signed the form and feel that this is a criminal offence.

Apologies for the length of this and hope that you can help - if it is helpful for those people who can help, I am happy to email my complaint letter and their repsonse in full.

Thanks Simon -

Apples2

Not sure I completely follow but surely you have an agreement at home, signed by them showing no interest?
Wave it at them.

Or, did you all come to an agreement Interest would be frozen on your original loan, but then you were coerced into signing a whole new loan, effectively wiping out the old one without interest, and took on a whole new loan with interest?

symmndarcy

Thanks for your reply Apples2 - sadly I don't have the paperwork (I was in a car accident in 2009 with all my things in as moving stuff from my Mums back to uni and was destroyed - have proof all my things was destroyed).

They said that when a new payment agreement is made then they had to have new paperwork. Now listening to what they are now telling me it looks as if they took the outstanding balance on the old loan and then used that figure for a new loan amount. Like I said they told me there would be no interest but are now saying that there is even though before this payment agreement all interest had been frozen so not sure why I would agree to it! I only found out about all of this when I phoned up for a settlement figure thinking it was about £500-600 only then to be told nope its £5000!

amersall

Do you have the original agreement for the original loan ppi ppi?,if you do send a complaint for mis sell to Welcome.
Put the medical reason why you were mis sold and look here for other reasons that may help you.
http://www.moneysavingexpert.com/reclaim/ppi-loan-insurance#step2

With regards to the other "loan" try and find all the info that you have regarding this,if this was a new agreement they should have given you new paperwork.

Surely your statements should show the change in payments?.

If you have no details at all,SAR them,this will cost you £10 but it will give all info they hold on you.

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

symmndarcy

amersall wrote: »

Do you have the original agreement for the original loan ppi ppi?,if you do send a complaint for mis sell to Welcome.
Put the medical reason why you were mis sold and look here for other reasons that may help you.
http://www.moneysavingexpert.com/reclaim/ppi-loan-insurance#step2

With regards to the other "loan" try and find all the info that you have regarding this,if this was a new agreement they should have given you new paperwork.

Surely your statements should show the change in payments?.

If you have no details at all,SAR them,this will cost you £10 but it will give all info they hold on you.

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

Thanks Amersall for your reply. As mentioned (possibly whilst you were writing) all paperwork was destroyed in a car accident. Again the same with the new paperwork.

No statements were ever received from WF until July of 2011 just after I had phoned for a final settlement.

As for the PPI - can I claim considering my original loan was in 2003?

Thanks again to you

amersall

As mentioned (possibly whilst you were writing)

Yes :rotfl:

With this loan being 2003,you will have to find out who the insurer was,ring Welcome and ask they will tell you.
Put a complaint into the insurer and if they say "get lost" then the FOS can help you.

I would do a SAR this loan is still running and you may be suprised with info you get back,hopefully it will show both agreements.
They have 40 days to respond to a SAR,when you get a response from either insurer or SAR,please post and if you need anymore help just ask.

symmndarcy

amersall wrote: »

Yes :rotfl:

With this loan being 2003,you will have to find out who the insurer was,ring Welcome and ask they will tell you.
Put a complaint into the insurer and if they say "get lost" then the FOS can help you.

I would do a SAR this loan is still running and you may be suprised with info you get back,hopefully it will show both agreements.
They have 40 days to respond to a SAR,when you get a response from either insurer or SAR,please post and if you need anymore help just ask.

Thanks Amersall - WF have sent me some PPI claim forms so I'll have another gander at them, previously ignored them as I thought I couldn't claim