Ongoing Nationwide PPI claim

dbnewark

Have the following on-going situation with Nationwide over a claim(s). Took out a loan 2003, badly needed money pay off bills, loan was applied for from a 'flyer' thro post. Signed paper work sent it back assume PPI was requirement with loan. Three years later received another letter from Nationwide. Did I want top up loan , I did and again signed paperwork sent off , got loan. In 2011 I via third party applied for PPI refund as I do feel I was not informed that PPI was optional. Nationwide replied in Feb 2012 agreeing on upholding my complaint on loan number 2 but not on loan number 1. I found this strange, I would expected a Yes or No to both in the 1st instance. I was refunded PPI on second loan. The PPI reclaim agent I used like me could not understand why Nationwide had said yes to one and not other so advised me to go to Ombudsman office which I did. In March 2013 I heard from there administrator upholding my claim, giving Nationwide 14 days to respond. This they did , not providing any more evidence but stating all was made clear on paperwork I signed. The Ombudsman Office then changed there mind and told me that due to this they were not upholding my claim. I find this very strange, the paperwork I signed was the same in both cases and yet Nationwide themselves agreed with me and refunded me on 2nd Loan. Nationwide say that transaction were done via phone, but I have stated they were not it was via post. We have again appealed and see how we get on. Two identical loans taken out,paperwork on both identical, Ombudsman agreeing and then disagreeing, Nationwide paying out and refusing on another. Seems to be a bit of Russian Roulette if you get a claim upheld or not, does not seem to be any hard & fast rules!

lippy1923

Being honest, I'm surprised they upheld any of them as you did it via post. Maybe they did it as a gesture of good will.

If you applied for the loan via post then you must have chosen the ppi on your own. This appears to be mis-brought rather than mis-sold. It would have clearly said in the paperwork if it was optional. Have you asked Nationwide why they refunded the second one? What was their response?

You said yourself you assumed the ppi was a requirement. This was an error of judgment on your part. I would count yourself lucky that they agreed to refund you something.

By all means appeal but if both Nationwide and the Ombudsman say no, I think you will have to accept it. Let us know how you get on.

dbnewark

Thanks Lippy , maybe your right, but it does show there are no hard n fast rules on who gets paid and who doesn't. Even Ombudsman changes mind, despite contacting me last November for a few questions, then in March agreeing and within 14 days changing mind. I think it depends if they had a bad 'night out' day before !!

-taff

They were probably waiting for a response from Nationwide. If they don't respond after they've been given a certain of amount of chances/time, the ombudsman will find in your favour.

GhIFA

dbnewark wrote: »

Thanks Lippy , maybe your right, but it does show there are no hard n fast rules on who gets paid and who doesn't. Even Ombudsman changes mind, despite contacting me last November for a few questions, then in March agreeing and within 14 days changing mind. I think it depends if they had a bad 'night out' day before !!

OP, you're right, there are no hard and fast rules - every complaint is considered individually as every complaint has its own set of circumstances.

Reading back through your opening post, I would suggest that the reason the complaint on the first loan wasn't upheld was because, as you describe it, you applied through a flyer received in the post - you mis-bought rather than it being mis-sold.

Whilst the second loan was also dealt with through the post, the fact that Nationwide approached you to top up may be the reason why refunded - was it made as a goodwill offer?

dbnewark

No not made as a goodwill offer, they admitted fault and repaid amount owed. Both agreements were identical, and yes did show PPI , but Nationwide themselves admitted they had not told me re PPI correctly on loan number 2. Completed same forms both times.

[Deleted User]

Probably an auto payment without investigation.
Whatever the reason, you got lucky and they paid out. (I doubt very much they admitted any fault or liability in their offer letter)