Phone call from bank regarding my PPI claim

pennylessbuthappy

Hi,

I received a call from a complaints manager from HSBC regarding my PPI claim. He told me that he would be the one to make the final decision and just wanted to got through a few questions to clarify my claim.

I answered a couple of basic questions but the line broke up so I ended the call, suggesting he call back in a few days time.

I now wonder whether I should in fact be discussing the claim with them over the phone as receiving a call without any warning, or chance to prepare, made me feel that they were trying to wrong foot me.

Is it a normal part of the process for the bank to call the complainant like this?

Many thanks

Neil

dunstonh

I now wonder whether I should in fact be discussing the claim with them over the phone as receiving a call without any warning, or chance to prepare, made me feel that they were trying to wrong foot me.

Why would you need warning? They are going to ask you simple questions you should know. And if you don't know then you say so.

There is no intention to wrong foot you. However, a phone call does indicate that they have not found anything so far on their files that would result in an uphold decision. (if they had, they wouldnt need to ring as it just takes one failure for it to be classed as a mis-sale). So, being negative towards them could actually be more damaging to your complaint.

Is it a normal part of the process for the bank to call the complainant like this?

yes

pennylessbuthappy

Thanks Dunstonh, That was really helpful.

I will be less cynical when the guy calls back later this afternoon

My original claim didn't include much detail as I was sold PPI back in 1999 and don't have any recollection of how I ended up signing up for it.

My sense was that this was automatically added and I therefore assumed that this was not optional.

The fact that I really cannot recall that far back makes me worry that I don't have enough concrete evidence to back up my claim.

Neil

dunstonh

My sense was that this was automatically added and I therefore assumed that this was not optional.

This is a very weak complaint reason. That is probably why they have no failings showing at their end. However, they are required to find out other things from you to see if there was a failing elsewhere. So, that is likely to be the focus on the phone call.

Dont be worried if you cant remember. No-one expects you to after 16 years. In fact, they would be more suspicious if you did remember it exactly (it would come across more likely as made up). Do not be afraid to say you cant remember. There are some things that could harm you if you tell lies and they have evidence to the opposite. So, saying "cant remember" is a safe option.

Insider101

pennylessbuthappy wrote: »

Thanks Dunstonh, That was really helpful.

I will be less cynical when the guy calls back later this afternoon

My original claim didn't include much detail as I was sold PPI back in 1999 and don't have any recollection of how I ended up signing up for it.

My sense was that this was automatically added and I therefore assumed that this was not optional.

The fact that I really cannot recall that far back makes me worry that I don't have enough concrete evidence to back up my claim.

Neil

I despair sometimes.

This is one of the most ridiculous examples to date of the madness that has become the compensation culture in this country.

societys_child

I despair sometimes.

Yup, simply make an allegation that someone has done something wrong even though there's no memory of what it was, and then not want to talk to them about it. What's wrong with that . . .?

WatchMan

Insider101 wrote: »

I despair sometimes.

This is one of the most ridiculous examples to date of the madness that has become the compensation culture in this country.

societys_child wrote: »

Yup, simply make an allegation that someone has done something wrong even though there's no memory of what it was, and then not want to talk to them about it. What's wrong with that . . .?

It's a tricky one though.

The business had to get consent for PPI to be taken. This consent had to be obtained with the person aware that PPI was something that they had an option to take or refuse. If this was not done, then that's a failing.

Now the very nature of this failing means that the customer may well not be too sure whether it applies to them and is very unlikely to have much in the way of evidence. Things like assumptive sales processes and opt out boxes spring to mind.

Add to that the fact that these events happened some time ago.

All that considered - I wouldn't be so quick to berate people for having concerns such as those expressed by the OP.

Insider101

WatchMan wrote: »

It's a tricky one though.

The business had to get consent for PPI to be taken. This consent had to be obtained with the person aware that PPI was something that they had an option to take or refuse. If this was not done, then that's a failing.

Now the very nature of this failing means that the customer may well not be too sure whether it applies to them and is very unlikely to have much in the way of evidence. Things like assumptive sales processes and opt out boxes spring to mind.

Add to that the fact that these events happened some time ago.

All that considered - I wouldn't be so quick to berate people for having concerns such as those expressed by the OP.

True it does but there is nothing here whatsoever to suggest that there was this or any other failing. The OP has no memory whatsoever of how the product was even taken out but has, based on reasons which are a total mystery, convinced him or herself that the PPI must have been added without their permission. Maybe I'm just old fashioned but I believe a complaint should be made by someone who is genuinely dissatisfied and believes they have been wronged, not just on a chance-it-and-see basis.

pennylessbuthappy

I despair sometimes.

This is one of the most ridiculous examples to date of the madness that has become the compensation culture in this country.

.

I think your characterisation of me is a bit extreme as you have little knowledge of the type of person I am or the context of my claim.

If I had posted a query asking how much I can rinse the old granny who bumped into me in the street for I might understand your dismay!

Just because I don't remember buying ppi does not automatically mean that there was nothing wrong with the transaction.

My claim is based on the fact that I am certain that if someone had offered me such a policy back then I would have declined.

Based on reports of misselling it is only natural that I would want to find out if I spent years paying for something which I neither needed or wanted.

Neil