Halifax PPI claim ~ what to do if they just dont respond?

JJSH

Hi,

I submitted a PPI claim via the Which? website to Halifax in relation to a credit card, nearly 8 weeks ago. So far, I have had no acknowledgement, either good or bad. Once the 8 week deadline has passed, what is my best course of action ~ straight to the ombudsman or should I give Halifax a final chance to address matters? What if they use the 'we never received your complaint' excuse (which will almost certainly be nonsense ~ Which? are a reputable organisation, and if their online tool for submitting claims wasn't working I'm sure we would have heard about it)?

Any advice appreciated.

dunstonh

what is my best course of action ~ straight to the ombudsman or should I give Halifax a final chance to address matters?

Not finding out the status from Halifax would be silly. The FOS queue is longer than Halifax would take.

What if they use the 'we never received your complaint' excuse (which will almost certainly be nonsense ~ Which? are a reputable organisation, and if their online tool for submitting claims wasn't working I'm sure we would have heard about it)?

That would be the same Which? that used to recommend endowments and people that followed their advice were unable to complain about it.

Why didnt you post your complaint direct to Halifax? You are just creating extra jumps for things to go missing if you send it elsewhere. I would contact Halifax and if they say they havent got your complaint then you should make a complaint to Which?

Carrera74

Have you telephoned them to check they have received it? That would be my next step. You can't rely on an online tool working 100% all the time, reputable organisation or not.

I'm not sure whether the Ombudsman would look at your complaint until the Halifax have investigated and responded to you and would no doubt give the Halifax the benefit of the doubt if they say they haven't received it. I'm sure one of the board regulars will be able to confirm that though for sure

JJSH

Why didnt you post your complaint direct to Halifax? You are just creating extra jumps for things to go missing if you send it elsewhere.

That's what the Which? tool does, it compiles the letter for you based on the details you give it, and emails it to the relevant address depending on the bank you select (cc'ing you in). I used it because it was one of the free Martin Lewis named on 5 live as an alternative to using a claims management company.

So given the above, if I contact Halifax, and they claim no knowledge, what next?

Carrera74

Send another copy and get proof of postage and if you don't get an acknowledgement letter after 2 weeks, ring them again.

My complaint is with Lloyds and they send an acknowledgement within 5 days of receipt. Have a look on Halifax website and see what their complaint procedure is. It will be similiar to Lloyds I think.

dunstonh

That's what the Which? tool does, it compiles the letter for you based on the details you give it, and emails it to the relevant address depending on the bank you select (cc'ing you in).

Emails are an unreliable method of communication. Spam filters can block messages. Some have limits on the size of attachments and some will block any attachment.

I used it because it was one of the free Martin Lewis named on 5 live as an alternative to using a claims management company.

Using the one supplied by Halifax would have been the most sensible solution presented by him.

So given the above, if I contact Halifax, and they claim no knowledge, what next?

you start again and make your complaint direct to Halifax.