How complete does form have to be?

hannahh_3

I wondered if anyone could help with what is probably a rookie question - OH put in a complaint to HSBC about PPI mis-sold on two loans a few weeks ago, using the questionnaire.

HSBC have acknowledged receipt with a letter containing the policy numbers of not two but four PPI policies and saying they would need a separate questionnaire for each one. So, it seems there are two extra PPI policies we had forgotten about.

We know these are very likely to have been mis-sold as OH took all his loans out at a very specific point in his life, where his circumstances would have meant he was ineligible to claim for various reasons. However we can't find the original paperwork showing the exact dates when the loans were taken out.

I am assuming that HSBC will have all those details, seeing as they have volunteered the additional policy numbers. However, they don't seem willing to give him the info over the phone.

Can anyone tell me if I'm right in thinking that OH can just do a new form for each of the additional PPI policies, even if he doesn't have the dates etc? (as it's clear that the regulated sales complaints team at HSBC have all the requisite info and are assuming he wants to complain about all four policies).

Or, will he need to do a SAR or similar to find the info on the other two policies first, just to tell HSBC what they already know, thus holding up the complaints on the other two loans?

Any help or pointers would be very much appreciated!

dilus

hannahh wrote: »

I wondered if anyone could help with what is probably a rookie question - OH put in a complaint to HSBC about PPI mis-sold on two loans a few weeks ago, using the questionnaire.

HSBC have acknowledged receipt with a letter containing the policy numbers of not two but four PPI policies and saying they would need a separate questionnaire for each one. So, it seems there are two extra PPI policies we had forgotten about.

We know these are very likely to have been mis-sold as OH took all his loans out at a very specific point in his life, where his circumstances would have meant he was ineligible to claim for various reasons. However we can't find the original paperwork showing the exact dates when the loans were taken out.

I am assuming that HSBC will have all those details, seeing as they have volunteered the additional policy numbers. However, they don't seem willing to give him the info over the phone.

Can anyone tell me if I'm right in thinking that OH can just do a new form for each of the additional PPI policies, even if he doesn't have the dates etc? (as it's clear that the regulated sales complaints team at HSBC have all the requisite info and are assuming he wants to complain about all four policies).

Or, will he need to do a SAR or similar to find the info on the other two policies first, just to tell HSBC what they already know, thus holding up the complaints on the other two loans?

Any help or pointers would be very much appreciated!

Hi Hannahh, You only need the account numbers and the reason for mis sale so go ahead and fill in a form for each when you get the account numbers. They have obviously put their hands up by supplying you with the numbers, good luck with the complaints and keep us posted

maggy50

Have you been issued with the forms/questionnaire by HSBC?

If not and you have downloaded the FOS claim forms then you may have jumped a stage in the process.

HSBC will have all the details and when you claim either by phone or in writing (recorded delivery ) when sending. And wait 8/12 weeks fir reply.

You probably do not need to SAR at the moment.

When they reply to your claim if it is a negative response then you can send the questionnaires to the FOS.

Hope this helps good luck

hannahh_3

Thanks guys - really helpful!

maggy50 - HSBC's procedure seems to be that they require a form (same one that you can download from this site - I think it is called payment protection insurance: consumer questionnaire) for each policy you want to complain about in order to consider your complaint. When I successfully complained about a PPI mis-sell last year they said they wouldn't investigate until I'd done the questionnaire. So this time we just sent the forms for the two policies we knew about as our complaint, but they've replied with the numbers of four policies, and said they require a separate form for each policy number.

I didn't realise this was possibly different to how other banks deal with complaints - quite possibly a delaying tactic on their part?!

dilus

hannahh wrote: »

Thanks guys - really helpful!

maggy50 - HSBC's procedure seems to be that they require a form (same one that you can download from this site - I think it is called payment protection insurance: consumer questionnaire) for each policy you want to complain about in order to consider your complaint. When I successfully complained about a PPI mis-sell last year they said they wouldn't investigate until I'd done the questionnaire. So this time we just sent the forms for the two policies we knew about as our complaint, but they've replied with the numbers of four policies, and said they require a separate form for each policy number.

I didn't realise this was possibly different to how other banks deal with complaints - quite possibly a delaying tactic on their part?!

If you were in possession of all the account numbers from the beginning you could have done one form for the lot, as long as you put all the account numbers on the form, especially if your reason for complaint was the same for each loan.
As the other two accounts have only just become apparent, go with what they are asking and do a form for each, they can't throw it back to you at a later date and say you haven't done what was asked Remember to keep copies of everything and dates
Keeping them separate is sometimes a good idea especially if you have a few with the same organisation.

amersall

maggy50 - HSBC's procedure seems to be that they require a form (same one that you can download from this site - I think it is called payment protection insurance: consumer questionnaire) for each policy you want to complain about in order to consider your complaint.

You are correct,just keep a copy in case it goes to FOS later,hopefully it wont.