RBS PPI Reclaim problem!!!

tierney27

Hi, I am new to posting on this site and would love some advice on my RBS PPI ongoing saga!
I have put in a complaint about the PPI I had on a store card through RBS, This was sent on the 22nd May 2012 they sent me a letter back plus the questionaire saying that they needed additional info, to which I sent it back to them recorded delivery signed at there office on the 1st June @ 07.18am. To my dismay I called RBS on the 27th July to see what was happening with the complaint only to be told that they have nothing on there system(even tho someone signed for it), I was told to fax all the relevant info over again plus a covering letter explaining that I have now sent this info 3 times and that I have documentation to prove it was signed for. I called them up this morning to confirm that they were now in receipt of the docs and again to my dismay was told "I am sorry but we do not seem to have anything on our system" Can you send it again!!!! I need some advice on what to do next do I go to the FOS on Friday (8 week deadline) or send it again???? :mad: Thanks in advance to any advice greatly received.

maggy50

You could try e mailing your complaint to PPIExecutiveConcerns@rbs.co.uk .

Its worth a try just outline your complaint about the way they are dealing with your case .

tierney27 wrote: »

Hi, I am new to posting on this site and would love some advice on my RBS PPI ongoing saga!
I have put in a complaint about the PPI I had on a store card through RBS, This was sent on the 22nd May 2012 they sent me a letter back plus the questionaire saying that they needed additional info, to which I sent it back to them recorded delivery signed at there office on the 1st June @ 07.18am. To my dismay I called RBS on the 27th July to see what was happening with the complaint only to be told that they have nothing on there system(even tho someone signed for it), I was told to fax all the relevant info over again plus a covering letter explaining that I have now sent this info 3 times and that I have documentation to prove it was signed for. I called them up this morning to confirm that they were now in receipt of the docs and again to my dismay was told "I am sorry but we do not seem to have anything on our system" Can you send it again!!!! I need some advice on what to do next do I go to the FOS on Friday (8 week deadline) or send it again???? :mad: Thanks in advance to any advice greatly received.

magpiecottage

Actually, the deadline passed last Friday.

I would write again, enclosing a copy of the original complaint and the evidence of delivery for the personal attention of Stephen Hester, CEO, asking why RBS had breached FSA rule DISP 1.6.1R by failing to acknowledge receipt of the complaint or keep you up to date with progress and breached FSA rule DISP 1.6.2R by failing to either issue a written response or explain why it could not yet do so within 8 weeks of receiving the complaint.

Tell him that you will give him seven days to issue a response or you will take the matter to the Financial Ombudsman Service and report the breaches to the Financial Services Authority.

Hang on to the copies. Having made the threat, you need to go through with it if necessary.

tierney27

Many Thanks For your advice, I have today faxed over a letter, with all the documentation, I have also faxed over the tracking details to show it had been signed for on the 1st July. If however I do not hear from them by Monday at the latest I will as you have advised send a letter to The CEO. I will let you know how I get on. Many thanks again. xx

magpiecottage wrote: »

Actually, the deadline passed last Friday.

I would write again, enclosing a copy of the original complaint and the evidence of delivery for the personal attention of Stephen Hester, CEO, asking why RBS had breached FSA rule DISP 1.6.1R by failing to acknowledge receipt of the complaint or keep you up to date with progress and breached FSA rule DISP 1.6.2R by failing to either issue a written response or explain why it could not yet do so within 8 weeks of receiving the complaint.

Tell him that you will give him seven days to issue a response or you will take the matter to the Financial Ombudsman Service and report the breaches to the Financial Services Authority.

Hang on to the copies. Having made the threat, you need to go through with it if necessary.