Phone call protocol

aileena_2

I had a phone call this morning from RBos who I am chasing up a mis-sold PPI on (which they previously denied existed in a letter) where one of their agents from Manchester asked me the reason that I thought I had been mis-sold??? He phoned me at work and I have had no communication from them since December 2013. I feel irked that they called me at my place of employment and is this usual?

[Deleted User]

aileena wrote: »

I feel irked that they called me at my place of employment and is this usual?

They contacted you via whatever number you provided yourself. If you preferred them to write to you requesting further information, you should have simply stated this. The problem is that mailing back-and-forth could significantly delay your complaint (if you have one), do you really want that?

aileena wrote: »

I have had no communication from them since December 2013.

Have the Bank now acknowledged that you paid PPI? Was this call to establish what your unknown Direct Debit payments pertained to? https://forums.moneysavingexpert.com/discussion/comment/64905303#Comment_64905303

aileena_2

The bank denied that there was any PPI in a letter to me in December 2013, I wrote back to them a month ago asking them to check their records as I had paid 80 payments of £11.90 for a policy which I had understood to be protection against my overdraft. I had heard nothing at all from them until the phone call out of the blue today asking me why I thought I had been mis-sold PPI. They asked for a specific reason. I then asked them if they admitted that there had been PPI and the chap said 'yes'. Why on earth would they phone me at my workplace asking me that question? It caught me off guard I must say. What are your thoughts?

[Deleted User]

aileena wrote: »

What are your thoughts?

My thoughts are that they have finally acknowledged the PPI and gave you the opportunity to make a mis-selling complaint. If you wanted contact by letter only you should have said this at the outset.

Did you give them the reason(s) you felt it was mis-sold? If so, they now have eight weeks to consider your complaint.

aileena_2

I didn't give them an official formal reason yet, my response was that when I took out the policy in 2003 I didn't fully understand what it was for and felt pressured, which was the truth. I said I would phone them back with my official reason once I had a chance to phone from a private phone but I haven't done this yet.

[Deleted User]

aileena wrote: »

I didn't give them an official formal reason yet,

If you have already complained and been rejected on the basis that there was no PPI, then their admission that there was PPI should now mean they automatically re-open your original complaint and consider the reasons you have already given there.


If you wish, you could write a new complaint (include the documentary proof you have) and just include a cover letter explaining why you want them to reconsider.


As you don't appear to like using the telephone (and, indeed, there is no audit trail for calls) I suggest you tell them to write to you in future.

McKneff

You must have given them your work number, this in itself is you giving them permission to contact you at work
I cant see why they are even considering your claim if you haven't given them a 'formal' reason.


Have you given them an 'informal' reason

[Deleted User]

McKneff wrote: »

I cant see why they are even considering your claim if you haven't given them a 'formal' reason.

The complaint was logged last year, but declined on the basis that there was (apparently) no PPI. The OP has now provided evidence that there was PPI which the Bank have accepted. The Bank should now re-open the original complaint automatically and have indeed sought to do so with the (unwelcome) 'phone call.
Original thread here;
https://forums.moneysavingexpert.com/discussion/comment/64905303#Comment_64905303

aileena_2

thanks for your replies, I was confused about this issue which is the reason for joining this forum so your advice is invaluable. I phoned back the number the bank had left and asked them to only contact me by letter in future. The 'informal' reason I gave the bank was that I didn't understand what had been sold to me in 2003. I have every single bank statement from 2003 to 2010, listing each and every payment as proof as I am a hoarder.

[Deleted User]

aileena wrote: »

. The 'informal' reason I gave the bank was that I didn't understand what had been sold to me in 2003.

This was, in fact, the very formal reason you gave when you complained last year and it will be the one they consider now.

aileena_2

Pardon my ignorance but what is OP?