Littlewoods/Index PPI Claim Problems

trbl

I hope someoone can help me with the next step with my PPI claim, I feel as if I am being given the run around by Shop Direct and am going to pass it to the FOS but don't know if I need to request additional info from SD first?

I made a claim for mis-selling PPI (Extra Care 500) against SD for which I received a final letter from them on 01/11/12 stating that they are not upholding my complaint, they explained that I can go to the FOS so I made an SAR and received the documents today.

The PPI was sold on 28/08/01 and I cancelled the policy on 11/03/05 with my Littlewoods account continuing on until about 2008, the info received with the SAR does not show anything before 14/10/06 which I kind of expected but it does not include any details of the PPI mis-selling investigation only the letter already received stating that it is not upheld. There are no details of the telephone interview with the advisor (recording or transcript) or any details of the Extra Care policy or premiums paid.

So i'm going to initiate a claim through the FOS along with scanned copies of everthing in my SAR, but as I do not feel that the SAR is complete what should I do next and in addition is it worth me taking this any further?

Any help is gratefully appreciated.

[Deleted User]

trbl wrote: »

I do not feel that the SAR is complete what should I do next and in addition is it worth me taking this any further?

All a SAR does is provide you with everything they've kept on file for you. You cannot determine what they will (or will not) have. Banks typically keep records for about six years. There will be no recording or transcript of a telephone call made in August 2001, for example. FOS accepts the sales scripts used by telephone operators at the time as evidence of what would have been said.

The Bank won't send you details of their PPI investigation either, although the Ombudsman will obviously be provided with any evidence the Bank used when coming to it's decision.

trbl

Sorry you may have misunderstood my post, the telephone interview was for the PPI mis-selling and only took place a few months ago.

It was with Shop Direct Group.

[Deleted User]

trbl wrote: »

Sorry you may have misunderstood my post, the telephone interview was for the PPI mis-selling and only took place a few months ago.

You'll never receive a transcript of this from a SAR request. I fail to see how it could aid your complaint anyhow.
All you have to do is send the Ombudsman the complaint you originally sent to the lender explaining why you feel that their decision not to uphold your complaint is not correct. You don't need SAR information or scans of any documents. It's not for you to review the PPI mis-selling investigation, that's the Ombudsman's role.

Sending for a SAR AFTER receiving your rejection was a waste of time and money.

trbl

Thanks for the info, i'lll get the complaint sent to the FOS.

trbl

The reason I mentioned the SAR was that they state in the final letter that they have reviewed my complaint and found that at the point of sale of the PPI they advised me of the T&C's of the policy, but strangely there is nothing to support this in the SAR???

[Deleted User]

trbl wrote: »

The reason I mentioned the SAR was that they state in the final letter that they have reviewed my complaint and found that at the point of sale of the PPI they advised me of the T&C's of the policy, but strangely there is nothing to support this in the SAR???

The procedure was to advise you of the key terms and conditions at the point of sale (if possible, you have never said whether yours was an advised sale or not) and then to send you the full terms and conditions in the post. Since this was standard for every PPI policy, there is no reason why this would appear in items specific to you or be kept in any records.

As I said earlier, sending for a SAR after your "full and final" rejection was a waste of time (and money). A subject Access Request should only be made as part of any essential research made prior to complaint. For the most part, potential complainants only need SARs if they are not sure if they had PPI or do not know the account numbers to refer to. Otherwise, it's mainly just a whole lot of meaningless figures.


What exactly was your complaint and why did the Bank decline to uphold it?

trbl

The PPI was sold by Littlewoods Index Catalogue not a bank.

It was an Extra Care 500 policy which they sell you when you open the account, although they don't advise you that you can buy this insurance elsewhere or like most insurances does not cover you if you have a pre-existing condition and are off work due to this.

They sent a final letter stating that they have reviewed all their procedures and sale of the policy and that I agreed etc, etc.... but my question is how can they say this in their final letter if they cannot provide any proof of this i.e. any of the supporting documentation. Surely they are just providing a standard reply without any evidence?

They also said although I had limited means to cover any payments if I were ill they feel it was adequate and as such would not uphold, again how do they know with no evidence?

dunstonh

It was an Extra Care 500 policy which they sell you when you open the account, although they don't advise you that you can buy this insurance elsewhere or like most insurances does not cover you if you have a pre-existing condition and are off work due to this.

There is and never has been a requirement to tell you that you can buy it elsewhere.

Do you actually have a pre-existing condition that virtually voids the policy?

my question is how can they say this in their final letter if they cannot provide any proof of this i.e. any of the supporting documentation. Surely they are just providing a standard reply without any evidence?

They dont have to provide or have evidence. What they have has to show no wrongdoing.

They also said although I had limited means to cover any payments if I were ill they feel it was adequate and as such would not uphold, again how do they know with no evidence?

They are stating their position. Can you prove otherwise?

trbl

Thanks for all the comments but instead of everyone telling me where I have gone wrong how about helping me to put things right, or at least where I go from here?!?

Not that I don't appreciate the help but would like some help to fight my case...

-taff

Make your complaint to the FOS.