Help with how to ask ie what to put re endowment complaint

paul4798

Hello I have received the following email from Bradford & Bingley can someone advise how to answer ie what i will need to do to be sucessfull?

Dear Mr & Mrs Cartwright,

I have been allocated your Norwich Union endowment complaint for
investigation and resolution and need to obtain the following
information
to enable me to complete your case.

Please answer the following questions as soon as possible and if you
have
any questions please do not hestitate to contact me on 01786 434241 on
Monday to Friday's between 8am and 4pm.

Q1: what duties did your job entail Mr Cartwright at the point of sale
when
you worked in Insurance Services Team?

Q2: were you involved with mortgages?

Q3: what duties did your job entail Mrs Cartwright when you worked as a
PEP
administrator?

Q4: what was your understanding of investments and endowments being
linked
to the stock market?

Q5: what was your attitude to risk at the point of sale?

Q6: what discussions took place surrounding the illustration?

Q7: what discussion took place concerning the shortfall on the
illustration?

Q8: what questions did you raise with the adviser about a shortfall?

Once this information has been obtained I will be able to complete my
investigations therefore I look forward to your reply

dunstonh

You answer truthfully.

The form asks questions which will be compared to what you were sold and what was evidenced at the point of sale. It will be looking for inconstencies and errors from both you and the adviser.

If you are caught telling lies, it will work against you. However, it also works the other way as the advising firm, if caught telling lies, will work against them. Often there are grey areas where a judgement call has to be made and the side found to have told lies in one area or more is likely to suffer in judgement calls.

You can see why they are asking the first questions. Both of you worked in financial services and one of you was a PEP administrator. You have to question why neither of you understood that the value of your investments can go down as well as up despite the fact that both of your employers plaster that all over their investment paperwork and its hard to believe a PEP administrator didnt understand investments.

silvercar

So they are trying to establish how aware you were of endowments in particular and mortgages in general and what was your attitude to risk.

"it was so long ago, I can't recall" is one option.

Or maybe:

Q1: what duties did your job entail Mr Cartwright at the point of sale
when you worked in Insurance Services Team? mailing
Q2: were you involved with mortgages? no
Q3: what duties did your job entail Mrs Cartwright when you worked as a
PEP administrator? making coffee and sticking stamps on letters
Q4: what was your understanding of investments and endowments being
linked to the stock market? big returns
Q5: what was your attitude to risk at the point of sale? no risks
Q6: what discussions took place surrounding the illustration? pictures of fistfulls of money
Q7: what discussion took place concerning the shortfall on the illustration? wasn't told there could be a shortfall
Q8: what questions did you raise with the adviser about a shortfall? wasn't discussed