NatWest no record of my ppi

erskineman

I sent a CCA request to Natwest around 3 years ago, they sent back a copy of the application form from 1997 that didn't include the prescribed terms.

However I can clearly see on the application form that I've ticked the box requesting PPI.
Also when NatWest sent me the copy of the application form, they also sent me copies of the general terms and conditions for the PPI
stating that the policy would be with Sun Alliance & London (no policy number).

So a couple of weeks ago I filled in the online PPI complaint form on the NatWest website.
A few days later I received two text messages on the same day from RBS-PPI ;
One telling me about the procedure and the time it should take.
The 2nd text amazingly informing me that they have already completed their investigation and that I should receive a letter from them within 10 working days.

A couple of days later I received a letter basically confirming what the first text message had stated.
Then the day after that, I received a letter stating that '...after conducting an extensive investigation...we can find no evidence that we have made a charge for Payment Protection Insurance in relation to the above account'
It goes on to say that if I can provide additional information or documentation that suggests that a PPI policy was sold with the product (credit card account) then to re-submit my request.
Other than that they've enclosed the FOS booklet.

Their 'extensive investigation' probably took a couple of minutes when they saw how old the account was.
It was opened in 1997 and defaulted in 2006, and I wouldn't imagine that I'd paid any PPI after 2006!

I have already sent for a SAR and it'll be interesting to see what they send me.

Any suggestions what I should do now? Should I just wait until the SAR info arrives and take it from there?

[Deleted User]

erskineman wrote: »

Should I just wait until the SAR info arrives and take it from there?

Well, you won't be able to challenge the rejection without seeing the SAR. However, the £10 fee is likely to be good money after bad from what you say.

The CCA request you made shows that you ticked the box for PPI back in 1997, but that is not any proof that you actually paid any. The policy could have been subsequently cancelled without you paying a penny. The lack of any policy number supports this.

It's also possible you did have PPI and, two decades on, there are no longer records of you paying this. Without such records you will never receive a refund.

Even if you did pay it, the fact that you eventually defaulted on this account would mean that any monies still owed or written off would be clawed back from any redress via an offset. If you've only been paying a £1 a week to Natwest, then Wescott, this suggests you still owe a considerable sum.


It's also three years since your CCA request, which could effectively provide a time-bar on you complaining about PPI even if it were found that you had it. Why did you not complain sooner? Were you perhaps hoping the credit agreement would be unenforceable for some reason?

erskineman wrote: »

Their 'extensive investigation' probably took a couple of minutes when they saw how old the account was

It doesn't matter whether the search took a couple of minutes or several weeks I'm afraid. The fact remains that they say they have no record of you having any PPI. Do you really think your SAR will contradict this?

If you want to advance this any further, it looks like you'll have to provide documentary proof that you paid PPI from your own archive. As it doesn't appear that you have such documentation (and for the other reasons I have mentioned), it looks like your complaint has failed before being properly begun.