Santander refusal where do I go from here?

theirmum

So after Santanders 4 letters and 2 questionnaires they have refused my claim! Even though I had 12 months sick pay they have stated that it was a non-advised sale and as such they wouldnt have sought info about any alternative cover.

Also at the time I was advised that ppi insurance was a requirement to take out the card, their response to this is that ppi is always optional and have attached the original form I signed. You can clearly see that the crosses put on the form (by the sales person) had also put the ticks in the ppi boxes! not sure where I go from here

dunstonh

Even though I had 12 months sick pay they have stated that it was a non-advised sale and as such they wouldnt have sought info about any alternative cover.

if the PPi pays out in addition to sick pay then its not problem. If it will not pay out in addition to sick pay then you would expect it to be upheld.

Advised sales have to check on more things than non-advised sales. Non-advised check eligibility. So, as long as it pays out in addition to sick pay then it's fine.

Also at the time I was advised that ppi insurance was a requirement to take out the card, their response to this is that ppi is always optional and have attached the original form I signed. You can clearly see that the crosses put on the form (by the sales person) had also put the ticks in the ppi boxes! not sure where I go from here

What evidence exists to back up your allegation that you were told it was a requirement?
The crosses/ticks do not mean anything in terms of supporting a wrongdoing.

Bottom line is that if you disagree with the outcome then you can refer it to the FOS. If the Santander response is deemed correct (and from what you say about it being non-advised, it seems accurate enough - but we only have what you are saying. We have nothing else to go on) then you will get the same outcome. If the Santander response is wrong, then the FOS will overrule them.

theirmum

I cant take the case to the FOS as Santander Cards UK do not fall within their remit. i have heard that some have forwarded their cases to the underwriter is that worth doing?

sun73

That's correct. You can refer your complaint to the underwriter Genworth/Axa previously Financial Ins Co Ltd and if they reject it you have access to the FOS because this underwriter falls under FOS jurisdiction.

-taff

Are you sure about that?

dunstonh

I thought Genworth cases were not even considered by Santander

sun73

Sorry, must have been having a senior moment. Depends on which Santander card it was, normal credit card or store card, please clarify.

sun73

If its a store card then the underwriter was probably Financial Ins Co Ltd, now part of Axa/Genworth. When I initially referred my complaint to Genworth and they rejected it, FOS advise me to re-submit the complaint to Financial Ins Co Ltd (same address as Genworth) because FOS had jurisdiction over that subsidiary part of the business and it was the original underwriter named on the policy document.