Claim upheld then decision changed

v5076

Hi everyone


I am helping my husband with his PPI claim with Littlewoods / Shop Direct.


After various letters, emails and calls we received a letter from them saying that our claim had been upheld and that they would work figures / interest out and get back to us. However, a week or so later, we received another letter from them saying that they had reviewed our case again and they believed we didn't have one. Are they allowed to do this?


Presumably, the next step is to raise this with the FO but is there any point?


Thanks

V

dunstonh

However, a week or so later, we received another letter from them saying that they had reviewed our case again and they believed we didn't have one. Are they allowed to do this?

Yes they are.

What has probably happened is that the first line handler has decided to uphold it and when it was passed on for checking by someone else, they picked up something that the checker missed. Then after consideration, they decided it was sufficient to change the decision.

Presumably, the next step is to raise this with the FO but is there any point?

We cant answer that as we do not know your complaint reasons, what evidence exists to support them or why they have rejected your complaint.

[Deleted User]

v5076 wrote: »

Presumably, the next step is to raise this with the FO but is there any point?

There is certainly no point complaining solely on the basis that the Bank wrote upholding your complaint and then changed their mind.

However, just like many many others, if you have a robust complaint that you feel has been unjustly rejected you have the right to refer it to the Ombudsman for adjudication..

You may like to post the details of your complaint reasons and why the Bank rejected them...