RBS can't find loan details

Lally

Husband had 2 loans with RBS. They upheld and paid out on one of the policies. For the other one, they only had the policy number and said unless we can provide them with policy paperwork they can't help further.

Husband said the loan they could find was for about £3000. The one they can't locate was about £7000. Big loan was for a car purchase and smaller one was a couple of years later to upgrade it.

Any ideas? Are any PPI companies good with cases like this?

Thank you

BorisThomson

How do you think a claims company will find information that neither you nor the bank can?

Find the loan agreement or forget about it.

Lally

I didn't say they could find the info. I wondered if perhaps they had a standard wording, I heard of one in the past that negotiated ex gratia payment of £500 in cases such as this.

I worked in both pension and endowment complaints on behalf of the insurance company and know there are some companies who are better than others.

jonny2spoons

There's so much pressure on the banks right now I would definitely contact a ppi specialist about it. With enough pressure RBS will probably pay out just from the policy number alone. To be honest, I'm surprised they didnt just pay outright. I certainly wouldn't give up on it though!

[Deleted User]

Claims companies can't do anything you can't do yourself.

Except lie a bit more and reduce your chances of success, obviously.

Lally

Deleted_User wrote: »

Claims companies can't do anything you can't do yourself.

Except lie a bit more and reduce your chances of success, obviously.

They can. I know from experience that some of them can come up with points that cant be disputed which result in an upheld claim. I accept though that PPI might be different.

[Deleted User]

Lally wrote: »

I know from experience that some of them can come up with points that cant be disputed which result in an upheld claim. .

They can only "come up" with such points if they are accurate and only if you provide them with this information in the first place.

Can you clarify what your personal experience was? How did the Claim Company provide indisputable complaint reasons?

jonny2spoons wrote: »

I would definitely contact a ppi specialist about it.

Why would you recommend this? The PPI complaint process is simple and free, there is no need to pay a third party and they certainly cannot help if there are no records of the finance.

dunstonh

Are any PPI companies good with cases like this?

PPI companies send the same complaint template (maybe their logo'd version) to the same address you used. The same staff deal with it as CMCs use the free-of-charge regulated complaints process.

So, staff member at bank gets a letter from you and cant find the record. same staff member gets a letter from the CMC and the outcome is exactly the same.

heard of one in the past that negotiated ex gratia payment of £500 in cases such as this.

The redress method for PPI is defined and includes no ex gratia payments because you use a CMC. The FOS have published that using a CMC reduces your success rate and your payout.

They can. I know from experience that some of them can come up with points that cant be disputed which result in an upheld claim. I accept though that PPI might be different.

Was your experience under the current complaints process or the old one? (The old one only had to answer the points raised in the complaint. The current one has to investigate the all things to do with the sale even if the letter doesnt mention it).

[Deleted User]

dunstonh wrote: »

The redress method for PPI is defined and includes no ex gratia payments

You gave the same reply to the OP almost two years ago
https://forums.moneysavingexpert.com/discussion/comment/69452612#Comment_69452612

I don't think "Lally" believes us.

dunstonh

This is the second poster today that has repeated what they asked a couple of years ago. I am not at all impressed by their selfish behaviour.

-taff

Lally wrote: »

Any ideas?

Send them a SAR and £10 if you don't believe them

Lally wrote: »

Are any PPI companies good with cases like this?

Only if they have suddenly been able to change the way they operate into PPI investigtion.
They use the same process that you do. They have no speical powers.

Oh...maybe to inflate the cost of a stamp and some paper to 30% of redress. That's a good magic trick.