Reclaim CPP article discussion

[Deleted User]

Rotti wrote: »

What do you mean "No"?

I meant no.

There is no point calling them, writing to them or otherwise contacting them once a "full and final" response has been received. Unless you have additional evidence not in your original complaint, it's simply a waste of time.
If, as in your case, you haven't even had a decision from the Bank, harassing their call centre will achieve nothing.

Rotti wrote: »

And if you read the post properly I was advocating a phone contact, not Skype or email

There is no point encouraging others to make "phone contact" (or any other contact). The correct complaints procedure is to refer your case to the Financial Ombudsman if you remain dissatisfied. You can also choose to take court action against the Bank, but the chances of success via that route are slim.

Rotti wrote: »

not Skype or email - that rubbish was put on by the computer or the system and would not edit out as explained in my further post.

Any post can be edited, you can still do this now, but it doesn't make what you are advocating others to do any more likely to have the desired effect.
By the way, nothing is "put on by computer"-you've simply posted what you've typed (or more likely pasted)

Rotti wrote: »

call the bank on that freephone number and ask them to explain - the more that do that the more they will sit up and take notice.

It won't have any effect other than to tie up their complaints line.

dottyf

DiscoSet wrote: »

For those posting about contacting Santander re: CPP reclaim before 2005, which telephone number did you call?

TIA

Hi ring 0845 6090186. Have your policy no. ready. I received acknowledgement letter after a week and then offer next week. Good luck!;)

tux900

Hi Rotti,

Rotti wrote: »

Everyone has the right to question their bank about their behaviour - we are the customers! And it is not referrable to the FO until the bank has issued their final response - which they have not yet - they are still debating the issue.

In your case, perhaps, but I suspect that might be more to do with the route you have taken to get your complaint considered.

HSBC have a formal complaints process for CPP-related matters which starts with their 'Cardguard Consumer Questionnaire'. I completed one and received a response from the CPP Operations Manager addressing each point in turn - they rejected my claim and gave their reasons for this. I did not agree with the rationale of the rejection and so referred my complaint to the FOS.

The FOS have now contacted HSBC to ask for the information that they have relating to my complaint and an adjudicator will then assess the claim. As is always the case with issues such as this they are very busy and so they have advised it is likely to be a six month wait.

That is the procedure as put to me by the Service Quality department of HSBC and I see no reason to believe you over them.

Hopefully my personal experience with HSBC has highlighted that there is a formal CPP complaits procedure in place which others are already following, and which I am surprised you were not advised of. You are of course free to complain via other routes, and encourage others to do the same, but it doesn't appear to be necessarily doing you any favours as the person you spoke to evidently doesn't appear to have sufficient knowledge about what processes and procedures are already in place.

And they are reviewing their procedure based on information given about other banks so maybe people power would work.

This may well be true but I am surprised they have said that to you as it effectively casts self-doubt over the legitimacy of their own position. If it was the same person that was unaware of the CPP team and their complaints process I would take what else they have said with a pinch of salt though.

Do keep us informed how things progress as knowledge of everyone's individual experiences can be very helpful to us all.

Rotti

Moneyineptitude wrote: »

I meant no.


Any post can be edited, you can still do this now, but it doesn't make what you are advocating others to do any more likely to have the desired effect.
By the way, nothing is "put on by computer"-you've simply posted what you've typed (or more likely pasted)

Yet again, the omnipotent one! Just for the record I did not type all that rubbish and did not paste anything - all I did was TYPE in the phone number and all that other rubbish was put on by something other than me - Skype, Windows 8.1, whatever. I edited it three times and deleted but it won't go. Even when I put in a bar code for a CD on eBay the computer turns it into a Skype phone number so I am definitely not in control!

[Deleted User]

Rotti wrote: »

I did not type all that rubbish and did not paste anything - all I did was TYPE in the phone number and all that other rubbish was put on by something other than me - Skype, Windows 8.1, whatever. I edited it three times and deleted but it won't go. Even when I put in a bar code for a CD on eBay the computer turns it into a Skype phone number so I am definitely not in control!

I recommend you type your problem on the "Techie" board of this forum, this is the insurance board;
Post here;
http://forums.moneysavingexpert.com/forumdisplay.php?f=29

PieInTheSky

I recently bumped into my bro-in-law and he bought coffee and a bacon bap to celebrate having just got £150 from CPP; that would be handy I thought.
Well today my cheque duly arrived - 345 smackers! so I guess I'll have to buy him a pint :beer:.

Best wishes to those still waiting

[Deleted User]

tux900 wrote: »

the person you spoke to evidently doesn't appear to have sufficient knowledge about what processes and procedures are already in place.

The complaint procedure is well documented on HSBC's website and also here on MSE.
http://www.moneysavingexpert.com/reclaim/CPP-card-protection#templateone

There is little point in anyone trying to circumvent this and then go on to complain that they receive conflicting information.

No one at HSBC's call centre will have any influence on future policy with regard CPP refunds and calling to demand that a call centre operator "explain" why the Bank has not paid redress is unfair on that operator.

You have followed the correct complaints procedure and (hopefully) this will eventually lead to your complaint being upheld by the Ombudsman.

Do be aware, though, that the Ombudsman route can take in excess of eighteen months...

Jay_Tee

Extremely unimpressed so far, sent claim form to CPP in February, as I'd heard nothing from them phoned today to be told they hadn't received my form and would send another out in 5 to 10 days.

Expect it'll be 8 weeks from that form going in before I hear anything.

Southernbell

DiscoSet wrote: »

For those posting about contacting Santander re: CPP reclaim before 2005, which telephone number did you call?

TIA

hello and thank you for your response to my posting yesterday. The telephone number for Santander CPP complaints is 0845 609 0186.

Southernbell

Moneyineptitude wrote: »

Since the regulator (FOS) will take around eighteen months to even look at your complaint, I recommend you let CPP investigate the delay.

Thank you for your response to my original posting yesterday concerning CPP Scheme of Arrangement. I have today contacted FOS and they are sending a communication today to CPP's Head of Office in York to register a complaint on my behalf, asking for an explanation. I have already given CPP every opportunity to investigate the delay and will be ringing a Manager there tomorrow to ask where their investigation stands into the non-arrival of my outcome letter with cheque.