Capital One and PPI?

Mid-Atlantic8

Hi,

I have applied to have my PPI refunded by Capital One and it has been rejected. Sent it through to Financial Ombudsman Service-they are siding with Capital One so I have asked it to be escalated to the Ombudsman itself.

I feel that PPI was not necessary as I work in the public sector and get six months full pay etc. I also feel that Capital One have rejected my claim outright-despite being successful with other banks on the same basis of PPI complaints.

Does anyone have any ideas about how to be successful with Capital One? I read that they are notorious for rejecting outright?

[Deleted User]

Nothing you have said indicates that you will have any success by escalating your "complaint" to the Ombudsman. You don't actually detail why your initial complaint was rejected, but Ombudsmen only very rarely overturn an adjudicator decision and so it's unlikely you'll get any further.

Capital One are not known for rejecting "outright", but they are known for having very well kept audit trails which do preclude many PPI complaints.

Incidentally, no amount of sick pay would have helped you had you lost your job through redundancy.

In addition, any success (or failure) you've had with other PPI complaints is irrelevant to this one.

dunstonh

I have applied to have my PPI refunded by Capital One and it has been rejected.

You are not applying for a refund. You are making a complaint and giving your reasons for complaint. They consider your complaint and decide an outcome based on the available evidence and arguments made.

Sent it through to Financial Ombudsman Service-they are siding with Capital One so I have asked it to be escalated to the Ombudsman itself.

The ombudsman only overrule the adjudicators in around 1-10 cases. Those tend to be more complicated cases. Not easy stuff like PPI.

I feel that PPI was not necessary as I work in the public sector and get six months full pay etc. I also feel that Capital One have rejected my claim outright-despite being successful with other banks on the same basis of PPI complaints.

Sick pay only matters if it was an advised sale. Not if it was a non-advised sale. I doubt capital one used advised sales.
Capital One's sales process would be different than the banks. For example, did you walk into a Capital One branch and were sold PPI by one of their branch staff? no.

Does anyone have any ideas about how to be successful with Capital One? I read that they are notorious for rejecting outright?

Notorious is the wrong word. They have a high rejection rate as most of their sales methods were direct/online and non-advised. Where a sales rep was involved, they had a fairly uniform process which has largely been accepted by the FOS.

The adjudicator would tell you why your complaint was rejected. So, what did they say?

WatchMan

I don't think this is as necessarily clear cut as some other here have said. Looking at the ombudsman's website, there are a few decisions where the first assessment was overturned - apparently where it seems that the consumers other ways of making card repayments weren't taken into account.

Things the OP wants to think about and get across will be length of service, exact sick pay level and anything else they had to make repayments.

If their sick pay was anything less than 6 months full and 6 months half, then the outcome will probably not change unless they have a significant level of savings. But a full public sector sick pay entitlement gives them a good shot of the outcome changing - especially if this is coupled with some savings.

It's worth a shot. Good luck.

[Deleted User]

WatchMan wrote: »

It's worth a shot.

The OP hasn't really given enough detail as to why the complaint was rejected in the first place for you to say that with any certainty. In addition, the PPI covered other eventualities apart from sickness...

Regardless, the OP has already referred the complaint upwards..