PPI Reclaiming successes and failures

sophosh

Hi Amersall

After reading your post I thought I would give FOS a quick call and the guy I spoke to said that the PPI complaint should be sorted out by 31 August 2011 and people written to accordingly!!

sara1978

Well I received this today after I sent Mr ' I want to keep your money as long as Possible' Hester at the weekend .
Thank you for your letter which has just been received by Stephen Hester’s office.

All complaints relating to Payment Protection Insurance are dealt with by a specialist team based in Manchester. The nature of these complaints and the complex calculations that are required mean that our staff need specialist skills to be able to deal with them.

As a result we agreed with the Financial Service Authority a more realistic timeframe for responding. That said, we aim to provide a reply as quickly as possible.

I have forwarded your letter to the PPI team and they will be in touch once they have completed their investigation.

Yours sincerely

Scott McLellan
Group Customer Relations

What a load of poop...none of my questions were answered AND the PPI reference number at the top of the email is not one of my 3 I have in the confirmation letter received in May....Maybe I need to send my claims to the chimps c/o London Zoo as I'm sure they can do a far better job !!!

tifosi

sara1978 wrote: »

Well I received this today after I sent Mr ' I want to keep your money as long as Possible' Hester at the weekend .
Thank you for your letter which has just been received by Stephen Hester’s office.

All complaints relating to Payment Protection Insurance are dealt with by a specialist team based in Manchester. The nature of these complaints and the complex calculations that are required mean that our staff need specialist skills to be able to deal with them.

As a result we agreed with the Financial Service Authority a more realistic timeframe for responding. That said, we aim to provide a reply as quickly as possible.

I have forwarded your letter to the PPI team and they will be in touch once they have completed their investigation.

Yours sincerely

Scott McLellan
Group Customer Relations

What a load of poop...none of my questions were answered AND the PPI reference number at the top of the email is not one of my 3 I have in the confirmation letter received in May....Maybe I need to send my claims to the chimps c/o London Zoo as I'm sure they can do a far better job !!!

Aha!

So he's changed the template for the emails then - this is the same as the response I had just over a week ago

Dizzywithmoney

I was having a really really bad day at work today then I got a phone call from the claims company that I used (yes I know but I was naive back in the day and didnt know how to do it-I have been stupid I know but I know better now) to reclaim our PPI on our First Plus account. They were ringing me to ask if I had received a letter from First Plus (Barclays) with the offer. I replied no but had left for work this morning before the post. Well they said they have the figures from them with the offer!!! I got home to find a letter from them with the offer!!!

Its for - wait for it!!! - £19,385.85 - I am soooooo excited. I know I have to pay this company 25% but I was naive and I didnt know how to find the account numbers, etc them.

But anyway we stand to get £14539,38. I am soo pleased and have sent the acceptance letter back already!!

It does state though at the bottom of the letter "please be advised on receipt of your signed acceptance form your refund will be processed within 6 to 8 weeks". But at least we know we are getting it at last!!!

I cant believe this is happening to us!!!! Holiday next year now for definite!!!

merlin82

Hi
This is the first time i have posted but I have been following the thread for a long time! I made my complaint against Halifax last October using the templates from this site. Anyway because complaints went on hold etc I went to the FOS. I got a letter from them on 1st July saying my complaint has been upheld . I have contacted the Halifax and they had said they had not been notified from FOS yet about me accepting (after the 14 days had passed!) but they assured me that once that arrived they would process immediately as they have a deadline of 31st August to respond. I have since phoned the Halifax who confirmed they have now been notified of my acceptance but their backlog means its just waiting to be processed. I have been sat waiting 3-4 weeks now (phoning weekly for an update) and phoned them again yesterday and they said its still not processed but dont worry I have until the 31st to receive details of my offer. Is it me being impatient - I feel like i have been waiting and waiting and i am not convinced i will have heard anything by the 31st. What happens if they dont respond by that date?? Also will I get a letter giving details of the offer or will it include the payment. When I sent my complaint to Egg in January I got a cheque in the post 4 weeks later but I get the feeling that the Halifax will not do that?

Rae115

Derwent wrote: »

Credit limit on the card was £10,000 and I had it between 1995 and 2001.

Hi Derwent - me again have you still got that number for Citi PPI team ??

Rae thanks

di3004

Well done and Congratulations to all winners of today!:T:j:beer::j:T

smitchy73

Dizzywithmoney wrote: »

I was having a really really bad day at work today then I got a phone call from the claims company that I used (yes I know but I was naive back in the day and didnt know how to do it-I have been stupid I know but I know better now) to reclaim our PPI on our First Plus account. They were ringing me to ask if I had received a letter from First Plus (Barclays) with the offer. I replied no but had left for work this morning before the post. Well they said they have the figures from them with the offer!!! I got home to find a letter from them with the offer!!!

Its for - wait for it!!! - £19,385.85 - I am soooooo excited. I know I have to pay this company 25% but I was naive and I didnt know how to find the account numbers, etc them.

But anyway we stand to get £14539,38. I am soo pleased and have sent the acceptance letter back already!!

It does state though at the bottom of the letter "please be advised on receipt of your signed acceptance form your refund will be processed within 6 to 8 weeks". But at least we know we are getting it at last!!!

I cant believe this is happening to us!!!! Holiday next year now for definite!!!

:j:jWell done Dizzywith, brilliant result, as many have said about reclaim companies they're not needed, but if this is what you were comfortable with at the time then so be it, it's worked for you, I think I'd feel worse if I was only awarded a couple of thousand and had to pay them a quarter, at least you've still got a huge chunk to play with, never look back on the decision's you've made, well done.

Great result and enjoy the spending and the holiday when you get it. Time for a well earned :beer:now.

mumofjanda

Niggly wrote: »

Wait to see reasons and if FOS offered. Then its a case of going to them. Until full reasons are given dont worry its just another barrier to get over. The more I read the small print of the FOS handbook the more facts I am discovering and thus the more reasons why ppi is mis-sold. I am sure we can put together a reasonable responce to FOS and/or back to Nationwide to say are you sure you want to go there.

N

Hello everyone! Back from my few days away and just caught up with all the news.
Huge congratulations to all those winners in the last week or so!:beer:
I was hoping I would come home to a nice letter from someone but all I've got is bills!!

Never mind! Here's hoping for some good news soon!

Now, before I went away I got a knock back from Nationwide & all you lovely people on here offered to help me respond.:A I know Niggly is away at the moment but hoping he will be back soon with his trusty handbook, so here goes and apologies in advance for the long post but hopefully it will help others as well.

Basically: applied for the loan by telephone and honestly don't remember being offered anything but the one repayment rate which as it turned out included PPI. If PPI had been discussed I can't see any reason why we would have taken it as OH (loan in his name only but I was with him when he applied) had cover in place and we were looking to reduce our outgoings so if we had been offered the loan without PPI we would have taken it. We applied for the loan to consolidate other debts and were just grateful to get the loan to be honest and if PPI was discussed I'm thinking now it was worded in such a way that we thought we had no choice.
I have got the loan agreement and it does say that PPI is optional but no where to opt out just one place to sign for the loan AND ppi. It does say we have the right to cancel the whole agreement (not just PPI element) but we really needed the loan so just accepted as thought if we cancelled we would have to start again,maybe somewhere else and risk not getting the loan. Anyway the agreement is for the amount we asked for at the repayment quoted.
And that was that really.....didn't give it another thought until 2 months ago when I came across this site!

3 page reply to our complaint but in a nutshell been turned down because:
Staff followed approved scripts and as such quoted repayments with & without PPI.
Telephone staff were trained to give information only and not advice.They were trained & monitored to clearly state PPI is optional.
We were under no obligation to take either the loan or PPI and were given the right to cancel the agreement and the agreement clearly states PPI is optional.
They were under no obligation to check if we had alternative cover or gather any personal info re circumstances or needs (interestingly someone else on here got their PPI refunded from Nationwide for just these reasons!)
We could have requested the agreement be re-issued without PPI (doesn't read like this on the agreement!)
The agreement clearly breaks down the total cost of the Single premium policy and therefore WE decided to pay the policy with a single premium and were in the position to make an informed choice.

Therefore no evidence of mis-sell blah,blah,blah....

It goes on to say they would welcome me ringing them to discuss further if I wish otherwise final response & go to FOS.

I did ring and ask for the recording of the original telephone conversation and was told it would be sent to me. Checked on this today and they havn't got it but didn't get in touch to let me know!

So all help would be really appreciated! Shall I respond to them or go to FOS. Do I still have a case?:(

Have I given too much info in this post do you think......feeling paranoid they're reading this!:eek:

Huge apologies again for the long-windedness of this post and hope you didn't loose interest half way through!!:D

smitchy73

mumofjanda wrote: »

Hello everyone! Back from my few days away and just caught up with all the news.
Huge congratulations to all those winners in the last week or so!:beer:
I was hoping I would come home to a nice letter from someone but all I've got is bills!!

Never mind! Here's hoping for some good news soon!

Now, before I went away I got a knock back from Nationwide & all you lovely people on here offered to help me respond.:A I know Niggly is away at the moment but hoping he will be back soon with his trusty handbook, so here goes and apologies in advance for the long post but hopefully it will help others as well.

Basically: applied for the loan by telephone and honestly don't remember being offered anything but the one repayment rate which as it turned out included PPI. If PPI had been discussed I can't see any reason why we would have taken it as OH (loan in his name only but I was with him when he applied) had cover in place and we were looking to reduce our outgoings so if we had been offered the loan without PPI we would have taken it. We applied for the loan to consolidate other debts and were just grateful to get the loan to be honest and if PPI was discussed I'm thinking now it was worded in such a way that we thought we had no choice.
I have got the loan agreement and it does say that PPI is optional but no where to opt out just one place to sign for the loan AND ppi. It does say we have the right to cancel the whole agreement (not just PPI element) but we really needed the loan so just accepted as thought if we cancelled we would have to start again,maybe somewhere else and risk not getting the loan. Anyway the agreement is for the amount we asked for at the repayment quoted.
And that was that really.....didn't give it another thought until 2 months ago when I came across this site!

3 page reply to our complaint but in a nutshell been turned down because:
Staff followed approved scripts and as such quoted repayments with & without PPI.
Telephone staff were trained to give information only and not advice.They were trained & monitored to clearly state PPI is optional.
We were under no obligation to take either the loan or PPI and were given the right to cancel the agreement and the agreement clearly states PPI is optional.
They were under no obligation to check if we had alternative cover or gather any personal info re circumstances or needs (interestingly someone else on here got their PPI refunded from Nationwide for just these reasons!)
We could have requested the agreement be re-issued without PPI (doesn't read like this on the agreement!)
The agreement clearly breaks down the total cost of the Single premium policy and therefore WE decided to pay the policy with a single premium and were in the position to make an informed choice.

Therefore no evidence of mis-sell blah,blah,blah....

It goes on to say they would welcome me ringing them to discuss further if I wish otherwise final response & go to FOS.

I did ring and ask for the recording of the original telephone conversation and was told it would be sent to me. Checked on this today and they havn't got it but didn't get in touch to let me know!

So all help would be really appreciated! Shall I respond to them or go to FOS. Do I still have a case?:(

Have I given too much info in this post do you think......feeling paranoid they're reading this!:eek:

Huge apologies again for the long-windedness of this post and hope you didn't loose interest half way through!!:D

Mumof, here are a couple of points from the FSA guidance ps10_12_fsa_guidance that might help you to go back to them, you should give the whole document a read, i've read it a couple of times preparing myself for my replies from the banks.

3.3.9 G In determining a particular [FONT=TimesNewRoman,Italic]complaint[/FONT], the [FONT=TimesNewRoman,Italic]firm [/FONT]should (unless there are reasons
not to because of the quality and plausibility of the respective evidence) give
more weight to any specific evidence of what happened during the sale
(including any relevant documentation and oral testimony) than to general
evidence of selling practices at the time (such as training, instructions or sales
scripts or relevant audit or compliance reports on those practices).

3.3.10 G The [FONT=TimesNewRoman,Italic]firm [/FONT]should not assume that because it was not authorised to give advice (or
because it intended to sell without making a recommendation) it did not in fact
give advice in a particular sale. The [FONT=TimesNewRoman,Italic]firm [/FONT]should consider the available evidence
and assess whether or not it gave advice or made a recommendation (explicitly

or implicitly) to the complainant.