Nat West ignore PPI claim/s

LizzieCotton

Hi there, I have been a customer with Nat West for 32 years & have always got loans, mortgages, credit cards, overdraft etc off them.

I have put in a PPI complaint - the 1st one was totally ignored but I was not very confident, didn't understand the process & was ill - so it lapsed Nov 2010.
2nd claim was 2011 and I chided them along, referred to Ombudsman when getting no where but then my husband became seriously ill, so it lapsed again.

3rd attempt , 2014 - went right to the wire with the process then got a final offer when on holiday abroad, by phone. When I said I didn't have my paperwork on me but I had already got in touch with ombudsman, as they were late - he suddenly backed off, wouldn't tell me the offer & said he'd contact me on my return. Husband ill again and it lapsed...

This time I'M Determined! - have produced a letter based on the guide here & Citizen's advice - but concerned that I don't have all the paperwork.....can anyone offer any advice to make sure I get what I know I'm owed....would be much appreciated! Thank you x

dunstonh

3rd attempt , 2014 - went right to the wire with the process then got a final offer when on holiday abroad, by phone. When I said I didn't have my paperwork on me but I had already got in touch with ombudsman, as they were late - he suddenly backed off, wouldn't tell me the offer & said he'd contact me on my return. Husband ill again and it lapsed...

Once the FOS are involved, they will back off pending a decision.

This time I'M Determined! - have produced a letter based on the guide here & Citizen's advice

Why are you repeating yourself. Why not just contact Natwest making reference to the past complaint and ask them the outcome?

Moneyshow15

I'm not defending Natwest but use recorded delivery for PPI complaints, my first letter to Barclays re an Egg card was intercepted in the post, the same might have happened to your 2010 complaint.

dunstonh is right, at the top of that new letter to Natwest list every single Natwest and RBS credit card number you've ever had, maybe using asterisks for the third block of four numbers and ask them to do a sweep on all of them including the ones where you know you had PPI. It's dragged on five years they might as well do one lot of work to get the matter sorted.

If Natwest want to save any more time then you will get another offer (I am assuming you've put the events of 2014 into this new letter) and then you flip a coin over accepting it vs the Ombudsman again.

societys_child

<snip> When I said I didn't have my paperwork on me but I had already got in touch with ombudsman, as they were late - he suddenly backed off . . .

If you've referred it the FOS, you'll need to wait for their decision, which could take around 2 years from the time you referred it.