Santander

Cath1902

Hello

I'm looking for some advice re claiming ppi from Santander Cards. I downloaded the form from this site and complained to santander about two store card accounts under two separate forms. My reasons for reclaim where that I was not told I could have cover from organisation other than the one my credit agreement was with and that the person that sold me the policy was not of a finanacial background and therefore, I do not feel the policy was sold to me in my best interests. My reasons where the same for both complaints as one was House of Fraser and the other was Debenhams. I recieved two separate letters, however, the in the case of the Debenhams account I got a reply stating "it appears that it was made clear that the policy was optional and that you elected to take out insurance". Firstly, that was not what my complaint was about and secondly the letter I received in respect of House of Fraser was totally different my concerns are currently being investigated and they will be in touch shortly. I am planning to complain to the FLA about this. I just feel I have been fobbed of in the first letter in the hope I will go away. Their response is clearly not uniform as the two letters are not the same, however, the two complaints are the same albeit the stores are different.

Any views/advice would be greatly appreciated.
Thanks

di3004

Hi and welcome

Santander are known to reject complaints if the accounts were pre 2005, due to non FSA regulation.

Myself and many others are in the same position, in my case it was via GE Cap Bank/First national, Santander are as you know dealing with these complaints,

My letter received stated that due to time lapsed, they could not track down the information (despite the fact that I did enclose the relevant info), and they confirmed if I'm not happy we can complain to the FLA.

Meanwhile what I did do was request for subject access request (SAR) to the Data protection unit and received more info in relation of the account.
It just goes to show they did not even bother trying to track it down - simply because it's an older account, and they are fobbing it off as they were not then FSA regulated when the account was taken out.

Anyway, I have forwarded my case on to the FLA, but do not hold much hope, as they rarely been helpful, or there's not much success, unlike if your able to complain to the Financial ombudsman service (FOS), but unable to go the FOS avenue because they will not take on cases if non regulated.

So will see what the FLA say, and the fact that the FLA does confirm that you can forward any information that the business have not yet seen, they will consider it, so I did enclose copies of the info I previously sent to Santander, plus the new info from the SAR.

I am aware of the Underwriters details as well, these are called Genworth Insurance, and if all fails with the FLA, the FOS can consider taking the complaints on against the underwriter/insurer as another suggested avenue by them (FOS) they tend to make, as it was likely they would have been regulated.
They will check if they had any liabilities of when the policy was sold to you, but it may take some time.

dunstonh

My reasons for reclaim where that I was not told I could have cover from organisation other than the one my credit agreement was with

That is not a valid reason for complaint. They dont have to tell you this.

d that the person that sold me the policy was not of a finanacial background and therefore, I do not feel the policy was sold to me in my best interests

The person that sold it was a sales rep. Not an adviser. They dont have to check it is in your best interests. Plus, you bought it before insurance regulation started. It was more or less free for all before 2005.

Firstly, that was not what my complaint was about and secondly the letter I received in respect of House of Fraser was totally different my concerns are currently being investigated and they will be in touch shortly.

They have probably interpreted your complaint reason (which as I have said is invalid) as not being told it was optional.

I am planning to complain to the FLA about this. I just feel I have been fobbed of in the first letter in the hope I will go away.

You dont appear to have any strong reasons for complaint. So, its not that it is a fob off. Just that there appears to be no provable or factual complaint reason.

Cath1902

I appreciate your advice; however, it is at odds with the PPI questionnaire guide. Unless I have misinterpreted it, it certainly seems to suggest that it could be a valid reason if you where sold ppi by someone with no financial background i.e. a sales advisor.

I am concerned the sales assistant that sold me the policy has no financial background and the policy was not sold in my best interests.

??

roonaldo

Cath1902 wrote: »

I appreciate your advice; however, it is at odds with the PPI questionnaire guide. Unless I have misinterpreted it, it certainly seems to suggest that it could be a valid reason if you where sold ppi by someone with no financial background i.e. a sales advisor.
??

it would be a non-advised sale, no qualifications are needed for an information only sale. they are not advisers, they are not providing advice.

Even if it were an advised sale, its still an allegation you will never prove as you dont know what qualifications or CV that sales-person had. I bet you cant even remember their name!

dunstonh

Unless I have misinterpreted it, it certainly seems to suggest that it could be a valid reason if you where sold ppi by someone with no financial background i.e. a sales advisor.

An adviser matters in advised sales. For non-advised sales they dont need to be an adviser. FOS stats show that just 0.2% of the complaints they are dealing with are advised cases. So, no, it is not a valid reason. Advisers are personally liable for the advice they give. Sales cases put the employer as being liable as the seller is not individually regulated by the FSA in the way an adviser is. So, as long as the seller has the employer permission, they dont need to be qualified in financial services.

NKH_2

Re House of Fraser Storecard and possibility of needing to refer to underwriters to obtain resolution re PPI. I have just been so advised by FOS. The address for complaints to Genworth Financial is The Company Secretary, Financial Insurance Company Limited, PO Box 140 Building 11, Chiswick Park, 566 Chiswick High Road, LONDON W4 5XR.Email [EMAIL="info.en@genworth.com"]info.en@genworth.com[/EMAIL]

teleop

NKH wrote: »

Re House of Fraser Storecard and possibility of needing to refer to underwriters to obtain resolution re PPI. I have just been so advised by FOS. The address for complaints to Genworth Financial is The Company Secretary, Financial Insurance Company Limited, PO Box 140 Building 11, Chiswick Park, 566 Chiswick High Road, LONDON W4 5XR.Email [EMAIL="info.en@genworth.com"]info.en@genworth.com[/EMAIL]

Hi NKH i have just had success with geworth for my HOF card. I sent it to FOS last April. Rang them Friday they said that an offer had been sent out .I took my card out instore & had no need for ppi as had full cover through work for all needs should i be sick etc. Good Luck hope all goes well for you.;);)

NKH_2

Thanks Teleop

Today, 30th March 2013, received settlement offer from Genworth and expect payment in approximately 30 days!:j

teleop

NKH wrote: »

Thanks Teleop

Today, 30th March 2013, received settlement offer from Genworth and expect payment in approximately 30 days!:j

Nice one NKH great news.:j:j

dippynina

NKH wrote: »

Thanks Teleop

Today, 30th March 2013, received settlement offer from Genworth and expect payment in approximately 30 days!:j

I am expecting an offer from Genworth within the next 7 days and I hope you don't mind me asking but was it full redress including 8% statuatory interest as recommended by FOS. I only ask as I had actually read on another forum about a few people complaining about Genworth not following these guidelines and being offered less than they expected. Also I have read that they are withholding a percentage to pass to the HMRC which I hadn't heard off before and wondered if this is the case. I just don't know what to expect as it's taken me 3 years to get to this stage:eek: Thanks.