HSBC Questionnaire......help please?

mikee31

So, not long after sending a letter to HSBC on my partners behalf requesting a claim of mis-sold PPI, my partner receives a letter from HSBC which doesn't actually refer to her letter, which says that their records show that she purchased PPI when she took out a personal loan with them and subsequently asks her to fill out a Questionnaire.

Now, the loan was taken out over a decade ago and was increased at one time to consolidate other things. Unfortunately she doesn't appear to have any paperwork and therefore answering the questions is somewhat difficult.

What would be the best way to deal with this so that we have the best opportunity of ensuring the answers we give are accurate (and hopefully enable a payout)?

Has anyone else filled out one of these? Made a guess with the answers or obtained further information to assist?

Any help is much appreciated.http://static.moneysavingexpert.com/images/forum_smilies/smile.gif

dunstonh

Unfortunately she doesn't appear to have any paperwork and therefore answering the questions is somewhat difficult.

She made a complaint. So, there must have been reasons for making that complaint?

What would be the best way to deal with this so that we have the best opportunity of ensuring the answers we give are accurate (and hopefully enable a payout)?

The truth. Answer best of knowledge. Dont make things up as their files may show what you are saying as wrong.

There is no expectation of perfect recollection. Indeed, people that answer is if they have perfect recollection are doubted. If the reasons are factual/provable then it really doesnt matter that much as those reasons are strong enough in their own right. If its unprovable verbal allegations and no factual wrongdoing then you cross your fingers and hope you get an auto payout or an unidentified failing spotted by them.

-taff

mikee31 wrote: »

What would be the best way to deal with this so that we have the best opportunity of ensuring the answers we give are accurate (and hopefully enable a payout)?

Answer honsetly. It was probably single premium on a consolidated list of loans, so if you complain about this one, allthe others should eb taken into account. If they are not, send them a SAR to see what info is left, then make a new complaint. Do not sign any acceptance form if it says it's in full and final acceptance for all loans etc. Only accept if it's in relation to that specific loan.

mikee31

Thanks for the replies.

In short, I had some success with a reclaim from LloydsTSB, so we believe we may have a case with HSBC as my partner considers that the loan application would not have been approved if PPI was not included.

dunstonh

In short, I had some success with a reclaim from LloydsTSB, so we believe we may have a case with HSBC as my partner considers that the loan application would not have been approved if PPI was not included.

That is one of the weakest complaint reasons. Rarely do you succeed on that point. You typically need another failing to be identified or get lucky with an auto-payout (with loan PPI that isnt actually that difficult). Do you have anything stronger?

Caladan

I'm going to go out on a limb and say that I work for HSBC. Your complaint will most likely only be progressed if you can provide some original documentation. HSBC follows the 6 year data protection rule on the vast majority of its filing (i.e. after 6 years records have to be destroyed, see the Data Protection Act for more information), so they will likely no longer have a copy of your loan agreement (indeed, they probably wont even know how much you borrowed and when).

If you can find you original loan agreement, you can still complain, but without it the complaint will almost certainly be rejected.