Inconsistent advice from Barclays

Loulise

Hi all, I'm quite new to these posts. I wanted to see if there is any experience out there similar to my own. I approached Barclays directly through their own website to enquire on PPI I may have had on their financial products. I was unsure of the whole range of products I may have had (I haven't banked with them since 2003) .


They wrote back saying I had none. I was then approached by a claims organisation, they put in a claim to Barclays on my behalf and bingo! I had some.
Obviously I am miffed that I now have lost some of the value, as a result of an inconsistent approach to dealing with my enquiry.
To top it off, I called them to complain, and was told there was another product I had which I could/should open a claim for. When I spoke to yet another member of staff to finalise my service complaint I was told I shouldn't have been given that information.


The sceptic in me thinks Barclays are trying to withhold this information for their own financial advantage.


I'm not sure how to proceed. I have spoken to the ombudsman, but they say this is outside of their scope.
Any ideas?

dunstonh

The sceptic in me thinks Barclays are trying to withhold this information for their own financial advantage.

Barclays are known to have gone through their old paper archives and are in a continued process of bringing that information into their systems.

So, it is quite common for Barclays to locate policies at a later date. They are not alone.

They can only answer the question based on the information in front of them. The branch/call centre staff will typically have the least information. The complaints team will have more information as they will check systems and information not available to others. However, none will have information to paper documents that were never computerised at the time and have yet to be put onto a computer system.

[Deleted User]

A Subject Access Request (SAR) letter is the best way to be certain of receiving all information the Bank has kept on file. It costs £10.

Loulise wrote: »

I'm not sure how to proceed.

I'm afraid the Bank won't pay your Claim Company fees.