Package insurance from the bank

B10mc

Just received a call of my banks complaints department about my complain of mis sold insurance, they asked a few questions and rang me back half an hour later with an declined outcome. The advisor said that there system shows I used the breakdown cover 10 years ago for roadside assistance, a claim I dispute. I contacted the aa which an advisor said nothing is on his system, but the bank members are on a different system and ring the relevant department on Monday who maybe able to help. Don't even know if I had a car at that time 10 years ago
Has anyone had a similar problem.......
I'm hoping the aa might have records.

Mersey_2

If that's their final response (which you should receive in writing), it's worth referring to the Ombudsman [the Financial Ombudsman Service]. This is free and can be done by telephone, online or by post. If they failed to tell you of your appeal rights, they've also mishandled the complaint.

[Deleted User]

Mersey wrote: »

If they failed to tell you of your appeal rights, they've also mishandled the complaint.

The rejection letter (including the FOS referral details) will be on the way to the complainant.

It's certain contacting the AA will be futile, since it's a Bank provided insurance not directly purchased from the provider.

B10mc

Thanks for replying, the advisor I spoke to did not mention at any time during the conversation that I could appeal. He said he would be sending out a written letter detailing the decision and told me to ring him back once I have spoken to the aa. Surely the aa would have on record if a mechanic ever attended a breakdown from me and surely I would remember it. I've never had to call them in my life, fingers crossed I never do. Mis selling of products by the bank makes me angry, but then for them to tell me that I have used 1 when I haven't, that's even more frustrating because I now want to prove them wrong.

Thanks again.

[Deleted User]

B10mc wrote: »

Surely the aa would have on record if a mechanic ever attended a breakdown from me

I very much doubt whether this information would be available to a non-customer, especially if it was some years back.

B10mc wrote: »

and surely I would remember it.

Unfortunately, your memory is hardly independent evidence, just contrary to the Bank's records.

B10mc wrote: »

Thanks for replying, the advisor I spoke to did not mention at any time during the conversation that I could appeal.

You can't complain about this, unless your full and final response letter does not detail how to refer your complaint to the Ombudsman. To be honest, most Banks won't inform customers of complaint outcomes over the 'phone and instead just tell them to wait for the letter.