Santander (Alliance & Leicester) PPI. No records even though just under 6 years ago.

stlmas1

Can you tell me where I stand please. I initially raised a complaint with Santander in May 2013 as I have previously had numerous loans over many years with Alliance & Leicester.! They managed to find loans from 1995 and 1996.! Santander upheld my complaint and refunded me the PPI with interest.! However I was adamant I’d had many further loans with them therefore raised a further complaint in August. They continue to state that they cannot find any further records.! I have now provided them with 6 years worth of bank statements from 2001 to 2007, which I came across by chance filed away (these were requested back in 2007 when I tried to reclaim bank charges!!)
!
The 6 years worth of statements clearly show repayments to Alliance & Leicester for 4 different loans up until 29/05/2007 (it was paid off sometime in June 2007).! I made my initial complaint to Santander mid May 2013 which would have been just inside the 6 year cut off.! However, they are still saying that they cannot find any records for me and without my loan/policy numbers they can only search on the information I’ve provided.! Having spoken to someone in Santander PPI complaints yesterday I’m expecting them to continue to state they cannot find anything and after the 8 weeks get a letter stating as much!
!
Surely due to the proof of repayments I have sent them albeit they don’t clarify whether PPI was paid or not, shouldn’t they offer some sort of compensation as they cannot prove otherwise.! Should I go to the ombudsman? Is there any legislation I can quote now whilst my claim is ongoing.
!
I’ve already submitted an SAR and that also came back stating nothing!!
!
It stated:
“In circumstances where our relationship ceased with you more than six years ago we do not retain the documentation required, therefore we are not obliged to provide this information in accordance with guidelines set by the Financial Services Authority”
!
Having found the aforementioned bank statements, i forwarding them to them and stated in my covering letter:
!
I trust the information I have provided is enough to reinvestigate my claim as based on the SAR response, I understand you are therefore “obliged to provide this information in accordance with guidelines set by the Financial Services Authority as our relationship had not ceased more than six years ago” at the point of me making my initial complaint in May 2013.
!
Feeling very frustrated so any advice would be much appreciated.

Thanks

stlmas1

Additional info added here but then realised could edit original do did that instead.

-taff

Banks are only obliged to keep your info as long as necessary, or a recoomended 6 years, so you need your own extensive documentation to prove you paid PPI.

Having bank statements is not enough unless you can show the amount you borrowed, and the amount added to it from the PPI.

If they have sent you nothing back form your SAR then they have destroyed your info and your complaints are over.

Even if you complain to the FOS they can do nothing because there isn't any documentation left.

stlmas1

Thanks very much for the response. Guess I'm fighting a losing battle then. Should they have destroyed my information though even though it was less than 6 years at the time (their letter states 6 years).
Also, i've read in some cases of people being made payments as a 'gesture of good will' again even though I can't prove PPI but I have proven the loan repayments do you think this maybe a possibility or have I got no chance!?

-taff

Santander have already rejected your complaint. The only avenue left to you is the FOS.
They may pay to avoid paying th efee, they may not.

stlmas1

It's worth a try! Thanks again.

forgetthat

i have had an issue with Santander as well: i found a settlement quote for a loan i had with A&L in 2007, so i phoned Santander and give the info. The adviser was eventually able to find my details and confirm the ppi. 3 days later i received a letter from Santander to say that they needed my ref number again as they couldnt find any details. So i phoned again to be told that they had no record of that letter!! and that i should have received a FOS complaint form to fill in. This was received and returned asap...only for me to receive two acknowledgement letters that were dated the same day i made my complaint on the phone!!

anyone else experienced this great customer service from them?

Lynn_Lord

I've tried to claim back ppi from an old Abbey national mortgage from 1992, I'm not feeling very hopeful as I don't have any record of the account, they have told me they cannot find any details and sent me forms to fill in. All i know is that we definitely paid this insurance as we were going to try and use it at one point when my husband lost his job, but didn't need to in the end. Anyone know what my chances are?

[Deleted User]

Lynn_Lord wrote: »

Anyone know what my chances are?

Without comprehensive documentary proof from your own archive, 24 years on, your chances are nil.

Nasqueron

Moneyineptitude wrote: »

Without comprehensive documentary proof from your own archive, 24 years on, your chances are nil.

Plus the fact they knew about it and intended to use it kills the "didn't know" and "didn't want it" lines.

OP - if you had the cover and wanted it and just didn't use it that doesn't mean you are entitled to a refund of the premiums

dunstonh

I've tried to claim back ppi from an old Abbey national mortgage from 1992, I'm not feeling very hopeful as I don't have any record of the account, they have told me they cannot find any details and sent me forms to fill in. All i know is that we definitely paid this insurance as we were going to try and use it at one point when my husband lost his job, but didn't need to in the end. Anyone know what my chances are?

Was it MPPI or life assurance?

However, your chances are low. MPPI is a viable product which is still retailed today. Most MPPI complaints are rejected even where records are held. So, before you even start, the odds are against a successful complaint.

You havent said what your complaint reasons are. So, we dont know your chances in that respect but if the documentation has gone and you have nothing then the odds reduce significantly.