Santander offer

springwater

I was made an offer for a mortgage PPI in January 2013, I declined the offer as it was not back dated to the PPI start date, I wrote to Santander asking for a review and sent more documents with the letter. I have still not had a written acknowledgment, I called in Feb and told they had received my letter and document, called in March to be told it had not been passed over to be reviewed and would be sent that day, called in April to be told it was with review people.
I am doing this PPI myself. Looking for some information on what to do next as I feel another phone is not going to bring me an answer, don't want to go to the ombudsman yet, was thinking of mailing the CEO

[Deleted User]

springwater wrote: »

. Looking for some information on what to do next as I feel another phone is not going to bring me an answer, don't want to go to the ombudsman yet, was thinking of mailing the CEO

I don't think you'll be successful in getting the Bank to review this anytime soon.Remember you only have six months to refer this complaint the Ombudsman.

dunstonh

Was the original offer a goodwill payment or an upheld complaint? If you rejected a goodwill payment and have asked them to investigate then you could lose the full amount if they find it wasnt mis-sold.

You shouldnt do anything next. You just have to wait your turn.

don't want to go to the ombudsman yet, was thinking of mailing the CEO

The FOS are 12-18 months to deal with PPI. Plus, again, if a goodwill offer, you could lose that.

springwater

Thanks, I was made a full calculated offer, but it was about 10 years short of it's start date. I managed to find some paper work going back another 8 years and sent them that with my decline letter asking for a review with this new information I had sent them

dunstonh

Thanks, I was made a full calculated offer, but it was about 10 years short of it's start date.

That could be the case in an upheld complaint or a goodwill offer. You need to look at the wording. It will either say they are upholding your complaint or they are making a goodwill offer.

I managed to find some paper work going back another 8 years and sent them that with my decline letter asking for a review with this new information I had sent them

What was the reason given by Santander for not going back to the start date?

springwater

The wording on the document says total refunds. But I have submitted documents with my letter asking for a review going back another 8 years.
I have a agreement letter going back 10 years and payment details going back 8 years which have all been submitted. I have not geared from them since Since I asked for a review

[Deleted User]

springwater wrote: »

I have not geared from them since Since I asked for a review

As I said earlier, you'll probably end up having to take this to FOS. It's a pity you didn't include your supporting evidence with your original complaint which the Bank have to respond to within eight weeks.
As dunstonh says, check the wording of your offer letter-if it mentions "goodwill" and doesn't admit liability then your complaint has not been upheld and they have offered a token sum. You can certainly reject a goodwill offer, but asking them to reconsider one is not likely to be fruitful.
Make sure you refer to FOS within the allowed six months...

springwater

Having considered your claim and reviewed about our records we have decided to reimburse you the vale of the PPI premiums paid with interst, we would therefore like to offer you a total refund

Accepting this offer.
This offer is made in full and final settlement of the complaint.
I called them when I recived the offer and told them I wanted it reviewing and I had found documentation going back later than the date they offer from. I was asked to write a letter and send any other information I had.

dunstonh

That response is neither an uphold or a goodwill. Usually the wording makes it quite clear which it is.

However, it does say total refund and if that is not what they have paid, then you have every right to go back to them to show them they are wrong.

springwater

Thanks
I have sent an email complaint to the CEO and also starting to get things together for sending to the FSA as time is running out.

dunstonh

The FSA do not handle consumer complaints. It is the FOS that you would need to refer it to within the 6 month period.