First Plus Loan

MrCruz_2

I am looking into my parents' finances as they are unfortunately of a generation that trusts people in financial institutions.

I have come across a loan from 2005 which was taken out with Firstplus Financial Group Plc based in Cardiff.

The loan agreement is a rough scan of the original which can hardly be read, so I called FirstPlus to request a duplicate, not a scan, I spoke to an "advisor" who was rude and unprofessional and it made me immediately question the integrity of this company.
The advisor said that they can't send the original as it is their only legally binding copy of the document. I thought that was fair enough and I did not request the original anyway, I had requested a duplicate of the original which is not a rough scan. He then told me that a duplicate should have been sent along with their unsigned copy of the original, I agreed with him that it should have, but told him that it was not the case and a duplicate was not received. He then bluntly said "It was taken out a long time ago, your parents must have misplaced it", I did not take this personally as it was clear that this guy hates his life. But he then said that they can only send copies of the original, not duplicates.

Questions:
Legally, if I request a duplicate, are they entitled to send just scans?

Shouln't they have duplicates of the originals for their customers in the event of damage or loss by either party?

Please advise

Thank you all in advance

ILW

What's the difference between a duplicate and a copy?

_Andy_

What do you hope to gain by seeing the agreement?

opinions4u

Scan, photocopy, hand written reproduction, carbonated duplicate.

What does it matter?

What are you trying to achieve?

Anthony_Fritts

I think he is meaning the "hard copies" by duplicates and a scanned copy by "a copy".

MrCruz_2

What I am trying to achieve is original documentation which is printed and not photocopies/scans. The question I am asking is whether Firstplus should be able to supply hard copies on request or whether it is standard practice for scans to be sent. It just seems unprofessional to me.

_Andy_

But what does it matter? It's the same information on both.

MrCruz_2

What matters is the scan that they had sent is barely readable. Also there is the trust element, scans and photocopies can easily be chopped and changed and I wouldn't put that past any company regardless of size. The credibility of the company was diminished from the first phone call I had with a rude, unhelpful advisor.

DevCoder

You still havent answered the question people are asking so more advice can be given.

What are you looking for on the agreement? What are you hoping to achieve by having the agreement?

MrCruz_2

I want to see what the agrred monthly payments were, PPI information, Ts&Cs, Interest rates etc.

_Andy_

Yes, which you'll see whether it's a copy or the original