Where do I start?

Emmy_

So much information. No idea where to start. It's so confusing.

I has car finance with Black Horse a few years ago. I was informed I may have been miss sold some form of PPI. I cannot for the life of me find the paperwork.

I also had a credit card with Virgin Money and I think I unwittingly paid Lifestyle Protection insurance that I probably wouldn't have needed.

Does anyone know if I can put in a valid miss sold PPI claim?

I'm honestly overwhelmed with the amount of information out there and looking for some guidance please.

Thank you in advance

[Deleted User]

You will need to contact them to ask if you had PPI.

If you did, you then put in a complaint, explaining why you think it was mis sold to you.

Do you remember your reasons for mis sale?

adam_adam

firstly - everyone is entitled to make a complaint.

secondly you don't NEED to write in with why you feel you were mis-sold, just write in saying you want to make a PPI complaint, provide a list of previous address and name changes.

if you can remember your employment status and benefits at the time of sale that'll help.

do you remember if you spoke to someone or the sale was made in a branch/post/telephone etc

[Deleted User]

adam_adam wrote: »

firstly - everyone is entitled to make a complaint.

As evidenced by the number who complain about PPI even though they never had it.

adam_adam wrote: »

secondly you don't NEED to write in with why you feel you were mis-sold,

Perhaps, but any such "complaint" is far less likely to be upheld because the Bank will have to find a fault with the sale of the PPI and investigate without the benefit of details from the customer.

adam_adam

regardless of what the customer sends in, processes are still there and are followed the same on every case. internal information always trumps customer correspondence.

so many complaints are upheld with just a telephone call requesting to complain

[Deleted User]

adam_adam wrote: »

so many complaints are upheld with just a telephone call requesting to complain

...and many are not upheld.

I think it's unwise to advise people that they don't need to actually complain about anything.

It is not somehow "wrong" just to have insurance.

In order to maximise the chance of a refund each customer needs to provide robust complaint reason(s).

adam_adam

ive contracted for multiple banks now and the more you write the more you shoot yourself in the foot. most bank processes deem you ineligible unless they can prove you eligbilble. complaints are rarely upheld based on complaint points themselves. if you've got a card going back say 20 years, more than likely the bank wont hold that internal evidence therefore you could literally write in and say i was self employed at the time of sale and nothing else and because that app/cca wont be availabe and your complaint will be seen as plausible as there's nothing internal to suggest you wasn't. these kind of upholds make up the bigger percentages of upholds.

[Deleted User]

adam_adam wrote: »

i the more you write the more you shoot yourself in the foot.

I'm not going to get into a protracted conversation about this.

Complainants get just one shot at making a complaint, if it fails (due to the none provision of any detail of the mis-selling which took place) then the only alternative is an Ombudsman referral.



Anyone can post here and claim that they are an industry professional, but much of the advice so far goes against all the existing common sense advice given by sites like this one and Banks themselves.

WatchMan

Moneyineptitude wrote: »

I'm not going to get into a protracted conversation about this.

Complainants get just one shot at making a complaint, if it fails (due to the none provision of any detail of the mis-selling which took place) then the only alternative is an Ombudsman referral.

Anyone can post here and claim that they are an industry professional, but much of the advice so far goes against all the existing common sense advice given by sites like this one and Banks themselves.

They've got a point... kinda.

I've seen people shoot themselves in the foot before. Complaints which would've normally won end up getting rejected because the consumer said something. There are some cases where people would be best of saying nothing, or very little.

However, on the flip side, sometimes consumer testimony can help a case. Especially on the "I was told I had to have it" / "I never knew I had it" type complaints.

I'd always encourage people to just be honest. They should just explain why they are unhappy with the policy. Don't make things up - or copy from standard letter templates.

adam_adam

Moneyineptitude wrote: »

I'm not going to get into a protracted conversation about this.

Complainants get just one shot at making a complaint, if it fails (due to the none provision of any detail of the mis-selling which took place) then the only alternative is an Ombudsman referral.



Anyone can post here and claim that they are an industry professional, but much of the advice so far goes against all the existing common sense advice given by sites like this one and Banks themselves.

just because common sense dictates how a bank should act doesn't mean thats true - unless you've worked in that area you won't understand how ridiculous some banks ppi processes are, the amount of auto uphold scenarios each bank has written into their process is incredible, with some of them you literally have to "tick a few boxes" and you're good for a refund (i.e if you had an internet sale between 2001 and 2003 thats an uphold for some bankks - so all that employment, existing provisions, complaint points is totally uncessary). one lender has a 99% uphold rate, and if they think they've got a defend they'll go through about 7 different escalation channels to try and prove it shouldn't be defended - does that sound like common sense to you??

oh and you don't get just one shot at making a complaint either, if you went in with the bare minimun and it was defended, and you send in new evidence they bank will have a re-opens team that will work the entire process again.

WatchMan

adam_adam wrote: »

(i.e if you had an internet sale between 2001 and 2003 thats an uphold for some bankks - so all that employment, existing provisions, complaint points is totally uncessary).

This is true. Many businesses will have found that during some periods of time, their sales processes were flawed. They know the case will get upheld if it goes to FOS, so they will usually uphold the complaint in the FRL.

But consumer's aren't to know which businesses have identified flaws. They won't know that X brand of card sold between two dates will always be upheld because of Z reason.

So it's generally better for them to give as much information as they can first time around.