What are the next steps to claiming PPI from HSBC??

paulmlpss

Hi all i got some advice from the forum about claiming PPI back from some loans i had from HSBC.. I managed to get all the loan details from HSBC and 4 had PPI on them. So i wrote a email explaining that i had been misold PPI and sent it to them on September 25th and they replied the day after with this


Dear Mr Malpass

Thank you for your recent e-message.

We are looking into the matters raised and will contact you with a full response as soon as we have completed our investigations.

Your reference is 1XXXXXXX

Our complaint handling procedures can be viewed by visiting hsbc.co.uk and Contact HSBC, Complaints which sets out the relevant details for you.

Once again, thank you for taking the time to contact us. I am only sorry it has been necessary for you to do so.

Yours sincerely,


Marion Dunlop
Customer Care Team
HSBC Bank plc




I think their 8 weeks is up on the 20th November but i just thought i would get some opinions what to do next in case they don't reply.


Many thanks
Paul

di3004

paulmlpss wrote: »

Hi all i got some advice from the forum about claiming PPI back from some loans i had from HSBC.. I managed to get all the loan details from HSBC and 4 had PPI on them. So i wrote a email explaining that i had been misold PPI and sent it to them on September 25th and they replied the day after with this


Dear Mr Malpass

Thank you for your recent e-message.

We are looking into the matters raised and will contact you with a full response as soon as we have completed our investigations.

Your reference is 1XXXXXXX

Our complaint handling procedures can be viewed by visiting hsbc.co.uk and Contact HSBC, Complaints which sets out the relevant details for you.

Once again, thank you for taking the time to contact us. I am only sorry it has been necessary for you to do so.

Yours sincerely,


Marion Dunlop
Customer Care Team
HSBC Bank plc




I think their 8 weeks is up on the 20th November but i just thought i would get some opinions what to do next in case they don't reply.


Many thanks
Paul

Hi Paul

Hopefully they will keep to the timescales, but once the 8 weeks passed and if you've heard nothing, give them a call, any probs from there, you can always contact the Chief Executive officer (CEO) of the business via email.
The CEO will usually pass the details on to his team to deal with.

Good luck.

[Deleted User]

paulmlpss wrote: »

I think their 8 weeks is up on the 20th November but i just thought i would get some opinions what to do next in case they don't reply.

I wouldn't be holding them to the day and the time. Even if they respond on 20th November, you'll have to wait for the postal service to get it to you.

If they don't reply at all (highly unlikely), you'll have to get in touch with them and ask why.

paulmlpss

Thanks for your replies. Will let you know if i hear anything and keep you updated on this thread. Really appreciate everyones help.

Paul

paulmlpss

Thought i would give HSBC a call today as its almost 4 weeks since i first contacted them. Spoke to a chap on the phone who said they have no record of my complaint even though i have a email confirming it from HSBC. I gave him the reference number for the complaint and he said yes that is one of our complaint ref numbers. He said he was deeply sorry but someone who was dealing with the complaint must have not registered it properly so i may have to wait the 8 weeks again even though it should be resloved by now. He said that the person who set the complaint up may have made another profile for me which might be the reason he cant find it. They said they would contact me in 48 hours and try and get it sorted straight away as they have messed me about.

What do you think i should do?

[Deleted User]

paulmlpss wrote: »

What do you think i should do?

I think ringing them up before the eight weeks has passed is guaranteed to be frustrating in one way or another.

They've said they will contact you in 48 hours, so I'd allow them this time before contacting them again.

paulmlpss

They rang me today and told me that they are very sorry but the claim will go through from today as someone hasnt filed the report properly. I don't think its acceptable as i have email from them confirming the date i sent the complaint. I was half asleep when they rang this morning as i work nights and was in bed so just agreed with them. Do you think this is fair and what would you do?

Thanks
Paul

McKneff

There isnt a lot you can do, they have 'fessed up' they made a mistake.
You seem to be fixed in your head on this 8 week timescale, they can in actual fact write to you again and say they have not finished there investigations and that give them another 8 weeks.

If it ends up going to the ombudsman, it is taking 12/18 months for the FOS to resolve complaints, so all you can do is try to be patient.

paulmlpss

Thanks McKneff. The 8 weeks is just what i have read on various forums but HSBC did tell me today that the 8 weeks has now been suspended. Its just annoying knowing that i waited all that time for nothing.

paulmlpss

HSBC sent me a letter today with the questionaire to fill in. I completed it and sent it off straight away. They did mention one of the loans was canceled during the cooling off period. I think this loan i only had for a while and then had another one to pay it off with a bit of extra cash. Will keep you updated if i hear anything else.

Thanks
Paul

paulmlpss

Would just like to thank everyone for their help. Rang HSBC today and they said case is now closed and letter is on its way to me. They have paid me out £717 which isnt bad considering the loans was over 10 years ago. Thanks again Paul