Canada Square Operations

suzy10

Hi,

I claimed for a PPI with Canada Square Operations in April 2013, I had a letter from them at the begining of May stating that they had upheld my complaint and that they would be paying me. I had to sign an acceptance form and also send proof of address as I had moved since I had the account with Egg. I signed the acceptance form and sent the evidence.

I had a letter back saying that the evidence I had sent was not what they wanted and that I had to send a recent bank statement or utility bill and sign another acceptance form.

I duly sent bank statement and a water bill and I then had a letter to say they would send my cheque by 20 working days. Just before the 20 days I had another letter saying that they needed evidence of address again! I tried to contact them by email but to date I have had no answer, they have no phone number either everything has to be sent by letter.

I again sent current bank statement and utility bill and they wrote back thanking me and said I would receive the cheque in 20 working days. Have a guess what, the 20 days are up this Friday and this morning I have received another letter saying they want evidence of a bank statement or utility bill!

I really are at the end of my tether with all of this and don't know what to do. Has anyone had this problem with Canada Square Operations? I'm begining to wonder if I will get this cheque and can't understand whats going on.

Any help would be gratefully received

Thanks

Suzy

[Deleted User]

I'd send them a letter including all correspondence so far (you have kept copies I hope?) and explain that such incompetence is not acceptable.
I don't really know what else you can do...

suzy10

I have done what you suggested this morning and photo copied everything. Also sent it recorded. Just have to wait now I suppose to see what excuse they come up with now.

amersall

First class would have sufficed, it may not get to where it should until the mail has been sorted out.

Palookaville

They do not respond to any letter of complaint. They will just send you another letter saying that they are waiting for your identification. I found a number for them somewhere on here and rang it and apparently it is an outside company that is dealing with all the admin. I told them I had already provided them with ID and I could not keep sending original copies of utility bills. If you aren't sending the originals, forget it.
I even sent them the proof that they do have evidence of my new address as I eventually sent an original gas bill in March and a copy of it was dated and signed in my SAR and guess what? That still wasn't enough.
I've had to send yet another original gas bill, however at the weekend I had a letter from them returning it.
Good luck with this lot, they are a total nightmare.

suzy10

In one way I'm glad I'm not on my own as I was beginning to worry what was going on with them.
I do hope that you get your money soon, if it continues I suppose the only thing we can do is report it to the ombudsman.

[Deleted User]

suzy10 wrote: »

if it continues I suppose the only thing we can do is report it to the ombudsman.

Of course, doing this will just enter you into the FOS queue which means an even longer wait.

You may want to consider sending them an original utility bill (if you haven't already) as this may be the stumbling block which keeps you going around in circles.

Downsizing__for_sanity

I have just come off the phone from the Financial Ombudsman with this exact problem (claiming for my husband). They said that unfortunately there is no timescale laid down and I just had to wait for Canada Sq to get on with it!

I found your post by googling, should have come here in the first place. The 'plan' I agreed with the FO was - to send another letter to CS telling them that all the paperwork etc had been sent as required, and I wanted to receive their settlement within a set timescale eg 4, 8 weeks etc and if I had not heard back I would be complaining again to FO. The Financial Ombudsman no is 0800 023 4567 if you also want to give them a ring.

Ellie (DFS)

suzy10

Thank you Ellie.
I rang the ombudsman yesterday and they gave me a number for CSO, at last I thought. Rang it and you have to then go to option 2 for PPI claims all you get then is automated message saying: once we receive acceptance form and bank or utility bill we will send a cheque in 20 working days! I rang the number several times using different options and got nowhere! There is no way you can get through to Canada Square to talk to anyone. They really have got you beat!

It would be nice to hear of anyone getting anything from them because I'm starting to wonder.

Ellie I think we just have to keep sending original statements etc till they finally pay out. Good luck!

suzy10

Finally today I received my cheque from Canada Square Operations, never thought I would see it so to everyone having the same problems keep writing and sending evidence and hopefully you will receive your cheque!

Palookaville

Well done Suzy.