CPP refusing to reissue cheque

T102

Hi,
Can anyone help with this?
I made a claim for CPP in July and hadn't heard anything by October so I rang them. They had actually refunded my CPP premiums already but had sent the cheque to an old address. As 6 months have passed since they issued the cheque they are now refusing to issue a new one, even though I didn't receive it. I have tried to get the cheque from the old address but the resident says nothing was delivered for me.

Does anyone know if it's possible to appeal? Has anyone else experienced this? Thanks in advance for any advice you may have.

Armorica

They still owe you the money.

Ask if the cheque has already been cashed. And tell them they can cancel the old one to ensure it can't be deposited but highlight that you don't have it and that they still owe you the funds.

You could try asking them to just send it direct to your bank account. But do keep reiterating you are owed the funds.

It may help to mention that the ombudsman and the regulator if you don't get traction with them.

(Had you told them the updated address by the way?)

roonaldo

You'll need a raise a complaint with them before you can refer to FOS.

T102

Thanks Armorica, yes I've given them my new address and it was on my claim form, but they had issued a cheque 3 months before I submitted a claim.
I will keep at it and will mention Ombudsman and FCA, hopefully they will change their minds, thanks again!

T102

Thanks roonaldo, I didn't know that about the requirement to raise a complaint before approaching them, I will do.

roonaldo

FOS only deal with complaints. The FCA wont be able to help you.

[Deleted User]

roonaldo wrote: »

The FCA wont be able to help you.

Indeed, it is pointless referring to the actual regulator AND the Ombudsman since the FCA will just forward any such complaint to FOS. The FCA does not deal with individual cases.

T102

Thank you both for clarifying, much appreciated.

savingpeas

i have had the same problem with cpp. i also wrote on the claim form informing them of the change of address however they sent the check to my old one which i later received and paid in to find it had just gone over the six months and had been cancelled. i then rang the claim line to be told that all changes of address need to be made by calling the number on the claim form and for this reason they would not be reissuing a check. in addition to this they then went onto say all claims for compensation and the issuing of checks has now ended. however i have spoke to the same department again to find out they are still dealing with claims and writing checks so in the case of not being able to write checks would appear to be wrong.

im also not sure which way to follow this up any further and would be interested to know how you get on

tomashworth

Did any of you guys get anywhere with this? I'm in exactly the same situation. Cheque was delivered to my old address and I've only just received it. Tried to cash it to be told it had been 'stopped' by my bank. CPP are refusing to reissue it...

magpiecottage

I think you need to send the following to [EMAIL="complaints@cpp.co.uk"]complaints@cpp.co.uk[/EMAIL] with a cc to [EMAIL="consumer@fca.org.uk"]consumer@fca.org.uk[/EMAIL]

(The FCA will not help you individually - that is the job of FOS - but if a number of you come up with this they are likely to go in and see what CPP is up to. CPP will probably not be keen on that!).

COMPLAINT AGAINST CARD PROTECTION PLAN LIMITED - ACCOUNT NUMBER ####

I wish to make a formal complaint against Cardholder Protection Plan Limited.

I applied under your redress scheme in good time and I informed you of a change of address.

Notwithstanding that I told you of that change of address, you chose to ignore that information and send the cheque to my old address with the result that it did not reach me until after the cheque became invalid.

You then refused to reissue the cheque.

I put it to you that by doing this you have deliberately treated me unfairly and breached Principle 6 of your regulator, the Financial Conduct Authority whom I am copying in on this e-mail.

I demand that you issue a fresh cheque to me, sent to my correct current address with further interest added at 8 per cent per annum from the date the original cheque was sent to the wrong address to the date the replacement was sent to the other one and that you further compensate me for the distress and inconvenience your breach has caused me.

Failure to comply will result in the matter being referred to the Financial Ombudsman Service.

[name]