Confused one complaint upheld one defended??

Gaffling

Hi guys

This is my first post so please bear with me if I'm not doing things quite right just yet !

I recently made a complaint regarding mis sold ppi I had on 2 loans from lloyds tsb. They have written back to me this weekend to advise that they have upheld my complaint on one loan but not on the other?? I'm confused as both loans we're taken out in the same way in branch through an advisor.

I stated that I had been mis sold as the adviser did not advise that the ppi was optional sounds naive I know , but I was told that I had to take it out to get the loan and I never questioned this !!!

Has anyone else had a similar situation, I was thinking about appealing their decision , and would really appreciate any advice info

Cheers

Steph

[Deleted User]

Gaffling wrote: »

I recently made a complaint regarding mis sold ppi I had on 2 loans from lloyds tsb. They have written back to me this weekend to advise that they have upheld my complaint on one loan but not on the other?? I'm confused as both loans we're taken out in the same way in branch through an advisor.

The Banks never reveal why they uphold complaints and the actual reasons can vary very widely from those the complainant uses. Complaining that you weren't told the PPI was optional (when it clearly states this on documentation you will have signed) is a very weak complaint and I doubt your successful loan was upheld on that basis.
The Bank's investigation must have thrown up another error (or errors) with the sale. It could even be an "auto" payment because the amount falls below the Bank's floor limit. You won't ever be told.

You really cannot refer this to FOS on the basis that one loan was successful and the other not. The two are separate complaints. The PPI was sold at different times, by different people and in different circumstance.

Gaffling

Thanks, I appreciate you taking the time to respond

Insider101

Moneyineptitude wrote: »

The Banks never reveal why they uphold complaints and the actual reasons can vary very widely from those the complainant uses. Complaining that you weren't told the PPI was optional (when it clearly states this on documentation you will have signed) is a very weak complaint and I doubt your successful loan was upheld on that basis.
The Bank's investigation must have thrown up another error (or errors) with the sale. It could even be an "auto" payment because the amount falls below the Bank's floor limit. You won't ever be told.

You really cannot refer this to FOS on the basis that one loan was successful and the other not. The two are separate complaints. The PPI was sold at different times, by different people and in different circumstance.

Is the correct answer.

sun73

Were both loans taken out at the same time, or were they consolidated

Gaffling

Hi

No the original loan was paid up in full before the second loan taken out, would this make a difference?

dunstonh

Gaffling wrote: »

Hi

No the original loan was paid up in full before the second loan taken out, would this make a difference?

It eliminates a couple of complaint reasons.

1 - it couldnt have been the same
2 - it it not a chain of loans.

sun73

sun73 wrote: »

Were both loans taken out at the same time, or were they consolidated

Sorry, I meant to ask were they completely separate periods or the first one was repaid by the second one, known as consolidation

Gaffling

Hey,

They were completely separate

Cheers

sun73

It's still worth asking the FOS for an opinion, especially if your circumstances were the same and it does seem an inconsistent decision has been made by the bank.

Gaffling

Hey

I might give it a try nothing to lose lol ! Would you go back to the bank and query or straight to FOS?