Help - letter about reviewing PPI

Gogs2468

Trying to help my brother but I am new to this - He had a bad stroke in 2014- handed me a letter end of last year 2016. I have been unwell myself but I am trying to sort it for him now
From Blackhorse (Lloyds bank). asking if he wanted them to review /reconsider a complaint he made in 2009 which they said they had not identified any concerns with sale and would not pay any compensation.
This standard letter was sent in Sept 2016 and stated
1. that they had agreed with FCA to write to declined customers and offer to reconsider
2. that the FCA guidance had prompted them to write and offer to reconsider
3. to reply within 14 days of the letters date if he wished it to be considered
A lengthy 6 sheet 12 page questionnaire accompanied the letter
I had nothing but the complaint reference and date of complaint to work with so called the no on the letter. My brother gave permission to the guy for me to speak on his behalf
The guy on the phone gave me the date and amount for the personal loan he took out in
2006. I asked the guy to send me any details he had on the issue to which he replied it might prejudice the complaint outcome. I told him the questionnaire was very off putting and I could not even consider completing it without the details of loan and policy which my brother was in no position to help provide me. I told him that I would research on PPI claims and could he repeat that statement about prejudice of claim success but he declined.
My brother took the loan out end of 2006 and at the time was on full pay after having a serious accident at work 6 months or so earlier. Why would he want PPI when he was already on long term sick and has never worked since or will again having had to eventually leave the company due to his serious injuries?
That is without looking at any other potential miss selling!
He's had another letter exactly the same since. I have been a bit slow in taking it forward but would welcome advice on how best to do it?
1. Deal with the company - I think the questionnaire is designed to put people off - the 14 days also but means nothing (but did worry him!)
2. Can he make a fresh claim?
Whats the best way forward? Thanks.

[Deleted User]

You put the information you're aware of, with your reasons. Don't make anything up, such as this 'other mis selling' which sounds like a bit of a stab in the dark.

The form isn't there to put you off - it's for you to supply your evidence.

Gogs2468

I did say "potential" miss selling and did not mean to imply that I would even dream of making things up! I meant that if I had sight of all the relevant details then I could review the lists and guidelines on this site regarding identifying if miss selling took place and to put forward the relevant facts regarding the claim. Some of the info on the form is quite irrelevant.
I thought that someone on the forum may have been faced with a similar experience.
Hence my questions at the end

[Deleted User]

Only you or your brother have all the relevant details. It's up to you to give reasons as to why the product was mis sold - so not being employed is a good start, certainly a stronger reason than most complaints would give.

-taff

And single premium

Gogs2468

As I said in the first post I have very limited info on this matter. He had a bad stroke in 2014.
I am dealing with someone that now struggles with days of the week and numbers 1-10.
But last night I sat down with him and went through the form. He cannot remember who he took the loan or PPI out with or why. He cannot remember anything about his initial PPI complaint in 2009 which was refused.
The only info I have is
The original complaint ref no and date - supplied by Blackhorse in the letter offering to reconsider.
The loan amount and date - supplied by Blackhorse when I phoned them end of last year after my brother showed me the letter. The guy on the phone was reluctant to give me any more detail.
Perhaps I should not presume the loan was taken out with Blackhorse (Lloyds) as that is who is dealing with the complaint.
All I know for certain is that when the loan was taken out my brother was on long term sickness due to a very serious industrial accident and was receiving full pay from his company who later admitted full liability. He later left the company on ill health grounds and hasn't been able to work since.
I cannot fill this form in with any actual facts on important details such as policy no and should not presume the policy start date was the same as the loan date.
I could
1. Write to Blackhorse explaining the current circumstances and asking if they can supply the specific details they hold that are required to fill their form in.
2. Or should I send out subject access requests to the parties that my brother has used for financial reasons over the years. (I saw a good template letter on the forum). Maybe I may unearth more than just this particular PPI issue?
But then again, I read that it may only supply the last 6 years.
What is single premium?
Thanks

-taff

Single premium is when the total amount of PPI charged is front loaded onto the loan, so you end up paying interest on the loan and on the insurance.
Reply to the questionnaire with what you know, i.e. he had been in an industrial accident and was off sick, it was single premium.
They will have the details.

Don't bother with fresh claim nonsense, they are inviting him to complain again, so answer their questions as best you can. There's no need to get all cloak and dagger about it.

Gogs2468

Thanks for the advice so far...
The only info I have is
The original complaint ref no and date
The loan amount and date
so the form will be basically empty.
I don't know whether it was single premium. I only asked as you mentioned it in the previous post.

[Deleted User]

Gogs2468 wrote: »

The original complaint ref no and date
The loan amount and date
so the form will be basically empty.

The Bank wrote asking if you wanted them to reconsider a complaint already made. So basically, all you have to do is give them permission to do so.

Do note that the letter was at the behest of the FCA because there was widespread mis-handling of complaints by this Bank in that period for which they were heavily fined. This does not automatically mean that your brother's complaint was not dealt with correctly, but it's obviously wise for you to be sure.

Just return the form with as much information as possible and explain the circumstances. You really can do no more.