PPI Reclaiming successes and failures

Rolyan

What were you reclaiming: PPI on a store card paid over several years
Who was the provider: Marks and Spencer
How much did you get back: not one single penny
Did you get it back after a letter or did you go to the Financial Ombudsman: Marks and Spencer have closed the complaint, so we don't know how to proceed any further

My partner decided to claim back the PPI from the Marks and Spencer card she took out several years ago. She no longer has the paperwork, but she knows with absolute certainty that payment protection was added each month. She was not offered this, it was added automatically and at the time she assumed that it was a part of the card T&C.

We were fairly confident having heard other success stories, but unfortunately M&S denied that any payment protection was added. This is definitely incorrect, but as we no longer have the paperwork, we cannot proceed any further. Marks and Spencers have closed the complaint and will not pay back the money they took.

Very disappointing, particularly to realise that an organisation like Marks and Spencers that once prided itself on customer service has responded this way.

So a warning to all; firstly, keep your financial documents for longer than you think, and secondly, do not be surprised if even large high street organisations like Marks and Spencers simply refuse to pay back the PPI they collected without the customers authorisation.

Nasqueron

Rolyan wrote: »

What were you reclaiming: PPI on a store card paid over several years
Who was the provider: Marks and Spencer
How much did you get back: not one single penny
Did you get it back after a letter or did you go to the Financial Ombudsman: Marks and Spencer have closed the complaint, so we don't know how to proceed any further

My partner decided to claim back the PPI from the Marks and Spencer card she took out several years ago. She no longer has the paperwork, but she knows with absolute certainty that payment protection was added each month. She was not offered this, it was added automatically and at the time she assumed that it was a part of the card T&C.

We were fairly confident having heard other success stories, but unfortunately M&S denied that any payment protection was added. This is definitely incorrect, but as we no longer have the paperwork, we cannot proceed any further. Marks and Spencers have closed the complaint and will not pay back the money they took.

Very disappointing, particularly to realise that an organisation like Marks and Spencers that once prided itself on customer service has responded this way.

So a warning to all; firstly, keep your financial documents for longer than you think, and secondly, do not be surprised if even large high street organisations like Marks and Spencers simply refuse to pay back the PPI they collected without the customers authorisation.

You have 6 months to refer to the FOS after a rejection though with no documentation you probably won't go any further.

Have you considered a DSAR (request for a copy of all your data)? That will show you what they have left and you could then see on your statements if you did indeed have PPI or not.

Are you 100% sure it's PPI and not say CPP or similar?

Rolyan

I'm not really sure of the difference between PPI and CPP etc. I know she paid money each month and it was taken without her being offered it or told about it. Really wish we had kept the documentation.

We also tried to claim on loans where we knew for certain that PPI had been taken, but again, we had no paperwork as it was so long ago, and the banks just said that there was no PPI, case closed and would not be reconsidered.

[Deleted User]

It doesn't sound like she had PPI.

-taff

You could have sent a SAR to M&S to see what they had left. You can still sned them to banks, but it will cost you £10 a go, so unless you are sure you had PPI and it wasn't a huge amount of years ago and you still bank with them, they may have records.

Rolyan

Thanks for everyone's comments. She definitely paid an amount each month as cover against her being ill, redundancy, etc and not able to pay. It was a percentage of the balance each month. It was never discussed, it was just taken. So I'm not sure if it was PPI, but it was certainly a similar type of product.

Ah well, you live and learn, it's a reflection of their drop in standards, and we'll know to check if it ever happens again (which it won't with M&S obviously).

Nasqueron

Rolyan wrote: »

Thanks for everyone's comments. She definitely paid an amount each month as cover against her being ill, redundancy, etc and not able to pay. It was a percentage of the balance each month. It was never discussed, it was just taken. So I'm not sure if it was PPI, but it was certainly a similar type of product.

Ah well, you live and learn, it's a reflection of their drop in standards, and we'll know to check if it ever happens again (which it won't with M&S obviously).

Just to reiterate, you have 6 months to refer the matter to the FOS to get them to evaluate the case. They will examine the proof M&S provide (e.g. statements showing no PPI) and if they disagree with M&S they can overturn the decision but really it will stand or fall on the evidence - you claim she was paying this cover, they say she wasn't, so if they have proof and you don't, then maybe she wasn't?

RoyBoy2683

Hi all,

I have a general question, I have lodged a claim with The Halifax for PPI on a loan from a number of years ago.

I have received the acknowledgment of my claim with a resolution date of 24.02.17.

Tonight I have received a text message saying they are nearing the end of their investigation. My question is, would I have heard back by now if I DIDN'T have PPI or can they still take up to 8 weeks to confirm that I didn't?

I'm hoping that they are taking this long to try and calculate a healthy offer :rotfl:

Any help or advice from past experiences would be massively appreciated

[Deleted User]

RoyBoy2683 wrote: »

My question is, would I have heard back by now if I DIDN'T have PPI or can they still take up to 8 weeks to confirm that I didn't?

No one here can tell you anything about the particulars of your complaint. A quick turnaround is not indicative of success or failure.

If you weren't certain you had PPI, then it would probably have been wiser to do some research first rather than skip straight to "complaint".

Do realise that simply having PPI is not a complaint reason.

Rolyan

Nasqueron wrote: »

Just to reiterate, you have 6 months to refer the matter to the FOS to get them to evaluate the case. They will examine the proof M&S provide (e.g. statements showing no PPI) and if they disagree with M&S they can overturn the decision but really it will stand or fall on the evidence - you claim she was paying this cover, they say she wasn't, so if they have proof and you don't, then maybe she wasn't?

I appreciate your help, although I think it's more than 6 months unfortunately. Just to be clear, she was definitely paying a monthly charge. 100% certainty. It was taken every month, based on the balance. So there is no doubt at all about her paying it, I suppose the only question is was it PPI or something else that allows Marks and Spencer to wriggle out of it.

Thanks again for your advice.