Reclaim CPP article discussion

fozmcfc

moley166 wrote: »

I received a rambling two page 'standard' letter from HSBC rejecting my claim for premiums paid to CPP for CardGuard before 2005. The letter stated that the CPP literature was clear when I purchased the cover and that if I was stupid enough to purchase the cover, that's my problem and not theirs. It is interesting to compare the HSBC reaction with others reported on this forum where premiums paid before 2005 have been claimed and repaid without a problem. I am contesting the response from HSBC, of course. Anybody had a similar experience with a bank or card issuer?

I would imagine many people, get the same sort of response. A lot of decisions will be made on how the customer claims it was mis-sold.

For instance, where it is claimed by the customer, that it was added without the customers knowledge, can be easily dismissed if for instance, the bank has copies of agreements signed by the customer.

Or where the customer has used any benefits it gives, such as signing up to receive your free credit report.

Where it is more difficult to reject, is where it is sold over the phone and no documents have been returned and signed by the customer, due to them deciding not to go ahead, but the protection was still added.

Or where, no cards etc, where registered with CPP for protection and no benefits of the CPP taken advantage of.

Or where the customer complains, that at the time the bank did and possibly still does, provide similar or the same cover that the CPP policy does, in the case of account fraud for instance, therefore, the CPP policy, gives no extra benefits.

So your next step is to take it to the financial ombudsman, which will take generally a year to two years, to either uphold your complaint or reject it.

tux900

I too had my complaint to HSBC for the pre-2005 policy cover rejected and whilst the letter did come across as a boilerplate response and rather dismissive I recognise that they are likely being inundated with complaints and hence some streamlining is inevitable.

However, of more concern is that I believe that one element of their defence was a mistruth. Given that this is quite an accusation it is only right I justify it -

Specifically, the response stated 'When you took out the policy it also covered you for fraudulent activity that occurred between the time of your call to Cardguard and the time they managed to contact all your individual card issuers on your behalf. [...] However, this element of cover was not needed so to simplify the product we removed the cover specifically for transactions which occur after you have reported the card loss.'

However, I have obtained a copy of the Cardguard Policy Holder's Guide, dating back to 1998 (the year I took the policy out), and it quite clearly states the following as a policy benefit: 'Cover of up to £1000 against unauthorised card use prior to notification. Unlimited cover thereafter'. (My emphasis)

Hence, contrary to what their response says, the policy was advertised as including cover for post-notification transactions and this cover being unlimited. However, as per the FSA's comment on the matter, such cover was completely nugatory and of no value whatsoever given there is no liability once cards have been reported missing.

On the basis that I do not feel my complaint has been fairly considered, and that the rationale for them not upholding the complaint appears to be at least partially incorrect, I have submitted a complaint to the ombudsman as per due process for an independent view. As fozmcfc says, this could take some time, particularly given their workload not only for PPI complaints but now CPP also.

moley166

Thanks to tux900 and focmcfc for their comments. I also picked up on the exact same mistruth in the HSBC letter and have written to them again to point this out.

They also talked about the 'unlimited cover thereafter' as not having particular emphasis in their literature and yet I have a sales letter which picks out 'unlimited cover thereafter' as a bullet point on the front page of the letter to give it prominence from the fifteen other points detailed on the reverse of the letter.

And it is interesting to compare the HSBC approach with that of some of the other banks and card issuers reported on this forum.

medism

It's interesting to see how HSBC is treating its (current and previous) customers regarding CPP compensation.
For any people considering writing to HSBC, the address to send your request for pre 2005 CPP compensation is:

CPP HSBC Bank PLC
PO Box 314
Darlington
DL98 1AG

(If you call HSBC they will only give you address for customer services.)

Have you tux900, focmcfc, moley166 or anyone else received a CardGuard Consumer Questionnaire to complete when you wrote to HSBC to request compensation?

Thank you tux900, focmcfc and moley166 for putting all this information from your experiences with HSBC. It seems like it will be an uphill struggle...

System

Does anyone know how to find out how much I could claim and where and when did I sign for it? I remember seeing post from them, but could not tell you where I was living at the time.

Good news is that they sent the forms to my current address

Zeon

My husband has signed a ppi claim form he has received moneys, but they have charged 30%, is there any way that he could complain about the high charge they are requesting! or is there it possible not to pay this at all! I am thinking as he signed a legal document. There is no possibility of this.

davemidd

Zeon wrote: »

My husband has signed a ppi claim form he has received moneys, but they have charged 30%, is there any way that he could complain about the high charge they are requesting! or is there it possible not to pay this at all! I am thinking as he signed a legal document. There is no possibility of this.

You've posted in the wrong discussion thread; this one is about CPP, which is different to PPI. Have a search around and you should be able to find the right PPI thread.

Placida

davemidd wrote: »

You've posted in the wrong discussion thread; this one is about CPP, which is different to PPI. Have a search around and you should be able to find the right PPI thread.

This was meant for another thread I am subscribed to. Thanks for that. I will rectify.

No need to search

Placida

Placida wrote: »

This was meant for another thread I am subscribed to. Thanks for that. I will rectify.

No need to search

Please ignore - mix up in threads!
First time I've quoted myself!:(

medism

ScarletMarble wrote: »

Does anyone know how to find out how much I could claim and where and when did I sign for it? I remember seeing post from them, but could not tell you where I was living at the time.

Good news is that they sent the forms to my current address

You can call them (CPP) directly and they should be able to tell you roughly how much, which policy (or policies) you had, when the policy started and when it was stopped (if the policy was stopped).
You will need to answer some questions but it should be answers you know.
Their number is 08000 83 43 93 (from outside the UK dial +44 1144 520 800).