Natwest PPI - New Claim - Fobbed off with 2009 rejection

teamgreen

Hi All :j

I am after a little bit of advice re. a claim I put in for PPI mis-selling on my Natwest Credit Card. I initially cancelled my policy and made a claim back in 2009, this was rejected outright (my letter was dated 16/12/2008, their Final Response letter was dated 01/01/2009 (New Years Day!!) 17 days including posting, an Xmas Holiday thrown in as well - pretty quick investigation if you ask me).

After reading many success stories on here and in light of the court ruling back in 2011 I decided to re-open my complaint and filled in the new questionaire and posted it off. Shortly after I recieved a letter from natwest, complete with my original Questionnaire which read:

Thank you for letting us know about your concerns regarding themis-selling of PPI. The policy you have complained about has already been logged under the PPI reference PPI/*****.

If you have any queries regarding this, please do not hesitate to write to us.

I didn't click at first re. "already logged" and waited 10 weeks for further correspondence before chasing them up, anyway, today I have received a letter with a copy of their original "Final Decision" letter dated 2009.

What I am would like to know is, should they have re-opened my case and re-evalulated it? With this being a "Final Response" and more than 6 months have passed can I take it straight to the ombudsman or should I write a letter of complaint and ask for copies of all the information they used to review my initial complaint.

I think the way they have handled this, and worded their correspondence is incredibly poor to say the very least. I'm sure there are many more of us out there with the same issues.

Thanks for reading and I look forward to any help you may have :T

[Deleted User]

teamgreen wrote: »

What I am would like to know is, should they have re-opened my case and re-evalulated it? With this being a "Final Response" and more than 6 months have passed can I take it straight to the ombudsman

You only get to complain once, I'm afraid. Your opportunity to pass this onto the Ombudsman expired in 2009.

teamgreen

Moneyineptitude wrote: »

You only get to complain once, I'm afraid. Your opportunity to pass this onto the Ombudsman expired in 2009.

Thanks for the quick reply, I realise my initial rejection has passed the six month barrier that is why I started the ball rolling again and started a fresh complaint at the bank. They obviously have not done this and just referred back to the original one.

As a contrast to Natwest, I had a rejection from MBNA in 2009 (the same time as Natwest rejected me). I sent a fresh claim in (again, the same time as Natwest) and it has been upheld, this was trouble free from start to finish and I have been paid out as well.

The PPI guidelines on this site recommend that you start afresh as many people were deliberately rejected prior to the court ruling.

[Deleted User]

teamgreen wrote: »

The PPI guidelines on this site recommend that you start afresh as many people were deliberately rejected prior to the court ruling.

Yes, tactical rejection it was called.
It appears NatWest are happy that your original rejection was legitimate. If you feel otherwise you can write and ask them to reconsider, but you have a very uphill battle I think.

As the MSE advice says
" Do note it won't necessarily look at them all - (FOS) said it'll do this on a case-by-case basis."

teamgreen

Moneyineptitude wrote: »

Yes, tactical rejection it was called.
It appears NatWest are happy that your original rejection was legitimate. If you feel otherwise you can write and ask them to reconsider, but you have a very uphill battle I think.

Thanks for that, nothing ventured nothing gained as they say - it's funny how they all work differently :beer:

[Deleted User]

teamgreen wrote: »

Thanks for that, nothing ventured nothing gained as they say - it's funny how they all work differently :beer:

It's likely your original complaint with MBNA wasn't picked up on by them (unless you told them) and they just dealt with it as a completely new case.

YoYoY

teamgreen wrote: »

Thanks for that, nothing ventured nothing gained as they say - it's funny how they all work differently :beer:

They do indeed, teamgreen

Sadly, I don't think you will gain anything this time though by pursuing this route.

If you wish to escalate the matter now, you will now need to take legal action to recover the alleged mis-sold PPI premiums.