No response on PPI claim for Volkswagen

MrWillyWonka

I took a look at my previous loans and sent off an application to Halifax and Volkswagen (two separate loans). Halifax have recently come back to me saying they will pay out but I have yet to hear from Volkswagen.

The claim was sent out in mid-May and I sent the claim to the dealer where I bought the car (research suggested I should do this). The hire purchase was taken out in December 2007 and it was only recently after going through old paperwork that I discovered I was paying PPI on the HP. There is absolutely nothing in the agreement about PPI but it shows up on the yearly statements I got.

Any advice on what I should do - contact the dealer by phone or the head office or the FOS? I sent the claim via Royal Mail Recorded Delivery and I have a copy of proof of delivery and signature.

Thanks in advance.

-taff

Write and tell them they've had 8 weeks or more, and in the absence of any communication, you're going to the FOS within 2 weeks. See if that shifts them
Or phone and tell them.

magpiecottage

Post the letter and get proof of posting (free from the post office) - then hang on to it.

dunstonh

Dealer is liable unless an agent of the lender. However, in those cases, they have to pass the complaint on to their principle. So, either way, dealer is the place to contact. They should respond within a week. So, you are way past that and its time to follow up.

MrWillyWonka

I dropped them an email on Friday and gave them a deadline of next Monday. I have yet to hear a response. Would it be wise to phone or not? Or as of Monday I should contact the FOS?

[Deleted User]

MrWillyWonka wrote: »

I should contact the FOS?

Ombudsman referrals take around eighteen months, so I'd be a little more persistent with Volkswagen first!
No point giving them a "deadline", however.

MrWillyWonka

I finally got an email from them this morning.

They claim to have sent a response 2 weeks ago but of course I can't prove that they didn't;

"We only have access to records dating back 6 years, so we are unable to verify with our records or Volkswagen Financial Services any grounds for a claim."

I have a copy of the agreement. If I send an email with a copy of the agreement as well as recorded delivery snail mail would that be sufficient?

[Deleted User]

MrWillyWonka wrote: »

I have a copy of the agreement. If I send an email with a copy of the agreement as well as recorded delivery snail mail would that be sufficient?

No, they will also require proof of payment in the form of statements. The agreement is not proof that you had PPI, you would still have this agreement if you went on to cancel the insurance during the thirty day "cooling off" period. If you have no statements then you are at a distinct disadvantage.

In addition, I wouldn't send E-Mails at all.
Send everything in writing so that you have a proper audit trail to send to the Ombudsman if required at a later date.

magpiecottage

You should still be contacting the dealer, not VW, However, if your RD letter was sent to it then an e-mail would seem to be sufficient as a reminder.

Although you will then join the queue, a complaint to FOS would then seem in order. It will take time but, assuming the dealer is still in business and the complaint is upheld, you should get interest added.

MrWillyWonka

I am in contact with the dealer and they have also sent me a recorded delivery letter which is just a copy of the email the sent earlier this week.

In addition to the agreement I also have all the statement of payments sent by volkswagen.

I'll be sending them another letter via RD and I'll keep you updated. Thanks all for the advice.

magpiecottage

Recorded delivery is not necessary. Proof of posting (free from the Post Office) is sufficient - provided you hang on to that proof.