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Santander found PPI accounts then couldn't find them?

Hi all, we requested (online) if we had any PPI policies with Santander and we received a letter back showing 3 accounts and that 2 of them had PPI.

So we submitted a claim (for the 2) online. We knew very little about them other than approximate times (about 15 years ago) and the "account" numbers associated with them.

We have received a letter back saying that they can find no reference on their system of the accounts and that they won't be progressing any further?

How come we can ask the question " Did we have any PPI policies?" to which the response is "Yes, you did on these 2 accounts". And then have Santander reply, after submitting a claim, that they cannot find the policies?

Any help or advice. Many thanks


  • [Deleted User]
    [Deleted User] Posts: 35,242 Forumite
    First Anniversary Photogenic Name Dropper First Post
    You need to ask them this question.

    Do a SAR if you believe you had it and they still can't find it.
  • BorisThomson
    BorisThomson Posts: 1,721 Forumite
    Combo Breaker First Post
    Do you have any further details of these accounts? They may be able to see that you took PPI out but no information as to what (if anything) was paid.
  • davetrousers
    davetrousers Posts: 5,862 Forumite
    First Post First Anniversary Combo Breaker
    What is SAR?

    I don't think we do have any further information.


  • amersall
    amersall Posts: 17,008 Forumite
    First Post Combo Breaker First Anniversary
    edited 27 October 2017 at 7:42PM
    A DSAR (Data subject access request) is a letter that you send to the bank and ask for ALL information they hold on you.
    Give as much info as you can, any old address if you moved after taking these loans out, dob, etc to help them find you.

    Enclose a cheque for £10 and give them 40 days to respond.
    Head the letter DSAR request and take it into any Santander.
    PLYSU Posts: 176 Forumite
    Hi. I really hope you get some money. I did for my mum and dads Debenhams. Don't expect any tea and symphony here.
    PLYSU Posts: 176 Forumite
    An orchestra
    PLYSU Posts: 176 Forumite
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