Is my bank being obstructive?

AyJaydee

I think that my bank is being obstructive regarding my PPI claim.
Recently, I wrote a letter to them asking if I did have PPI. They replied 'Yes. with us or one of our subsidaries'. It turned out that my first mortgage provider had been absorbed by them. So using the form of letter on this website, I wrote to them requesting a formal investigation. I received a letter telling me that I had to submit my complaint as per their procedures and on their form. So I filled in their form and posted it in. Very quickly (less than 2 weeks), I received another letter from them saying that they had not received my completed form (highly suspicious, I think) and that I need to submit my claim online. So I follow the link on their website and encounter severe difficulties completing the form. I fill in, or tick, all the boxes given; then at the end select the 'check details' option and this is what I find: 1) At least one additional box that needs filling in that was not there. 2) One previously checked tick box that has become un-ticked. 3) The free text box for any other information, is contaminated with lots of random characters.


So selecting the edit option, I go back and re-tick the un-ticked box; there's no sign of the new box and my text appears good..


I went round this loop about three times doing this before realising that I could not correct what was finally sent.


I am now expecting Nationwide to write again saying that they cannot process my complaint because I did not complete their form properly! I'm going to ring them up, but this is highly suspicious. Should I complain to the Financial Ombudsman?


Thanks for any suggestions.

[Deleted User]

No, as FOS will reject it until you have exhausted the complaints process.

Nationwide will have better things than deliberately slow down your PPI claim.

-taff

|FIll in the ombudsman form [not letter] and send it to them. If they don't reply in 8 weeks, go to the FOS.

Nasqueron

Did you get free proof of posting of your letter? If so then use that as a complaint reason, otherwise it could have been lost - send another using the FOS form, get proof of posting and keep a copy of the form to let you photocopy it later

[Deleted User]

AyJaydee wrote: »

I wrote to them requesting a formal investigation.

What exactly did you ask them to "investigate"? You need to actually complain about mis-selling. For this you need to provide reasons why you feel it was mis-sold.

Note that it is not somehow wrong just having PPI, so claiming you didn't know about PPI on a mortgage is tantamount to saying that you can't remember providing your signed agreement to it.

Mortgage PPI is still retailed today and most complaints about it are rejected because there is usually an excellent audit trail and the insurance is unlikely to have been unsuitable.


Instead of focusing on your "problems" filing your complaint online, you should concentrate on constructing a robust complaint which you can then send by post to them.

The Bank are truly not deliberately putting obstacles in your way, it just sounds to me as if you are not fully understanding that you are complaining about something-not simply requesting a "formal investigation"