Debenhams PPI timescales.

Summerly

Hi there everyone.

Looking for a bit of advice, if someone out there can help...?

I called Santander some time ago to see if they could tell me what my Debenhams account number was so I could check if I had been mis-sold PPI. At that point they did say I had a number of accounts with PPI attached and did I want to make a claim. I said I did and that the reason I felt it was mis-sold was because I was in full-time employment and regardless, I wasn't aware that PPI had been added.

They said that they would review my complaint and I would have a response within 8 weeks. At the 4 week point I had a letter saying that the response was taking longer than expected. It has now been over 8 weeks and I have been advised they are still investigating.

I can't find any info on how long claims usually take, or what percentage of claims take longer than 8 weeks. Is there an average claim time if a claim takes over 8 weeks?. I do understand that there is no legal timescale they need to adhere to but I'm not sure if I could be waiting 10 weeks or 10 months.

Someone also suggested that they would have rejected my claim by now if it was no, but I don't think that is correct?

I am keeping an open mind on success, but it would be good to know what timings I should be working to, and when I should seriously start getting pee'd off with it all,.

Thanks in advance.

[Deleted User]

Bank PPI complaint departments are currently overwhelmed due to the Plevin Ruling.

The lack of response, therefore, does not indicate that your complaint has been successful anymore than it means it's been rejected.

You'll have to continue waiting..

Summerly

Thanks for your response Moneyineptutude.

Am really interested in the original point though about timings and if anyone can help me understand how long the process may take post 8 weeks. Thanks in advance.

[Deleted User]

Summerly wrote: »

if anyone can help me understand how long the process may take post 8 weeks.

What you need to "understand" is that it will take as long as it takes. Now eight weeks have passed, you have the right to refer your complaint to the Ombudsman. However, since this will likely delay a response from the bank still further, it's probably not advisable at this stage.

You'll have to continue waiting..

Summerly

Right - "It takes as long as it takes". Thanks again for your help MoneyIneptitude

[Deleted User]

Summerly wrote: »

Right - "It takes as long as it takes".

Nobody on an internet forum can predict how long your individual complaint will take. However, as long as the Bank continue to keep you updated on progress (or lack of same), at least you know it hasn't been lost and will be dealt with.

You'll have to continue waiting..

Summerly

Thank you again MoneyIneptitude.

I really wasn't expecting anyone to be able to predict how long my personal claim may take, rather hoping I may get an insight into others' experiences.

I really have no idea if their (Santander's) response may take another month or if this could go on for another year, and was hoping forum feedback could help me make a call on next steps

Again, thank you.

Kezzab198

I am the same as you. I am now 11 weeks post initial complaint and no further forward than you. I referred the case to financial Ombudsman Service who stated they couldn’t investigate (complaint or time issues) as the policy was pre 2005. I spoke to Santander again and explained this and stated I was unhappy not only at the time taken but also that since the Ombusman can not investigate either that it’s unfair as a customer that I can not take the issue further. Santander apologised again and raised an internal complaint, I should add this will not make hurry and complaint descision, but rather to raise the unfair relationship.

I’m maybe being pessimistic about it but I’m Santander are aware that any claim pre 2005 will not be investigated by the ombusman that they use that to their advantage as they’ll be no repercussions for them if they go over the time scale set out by the policy and the FCA. Customers have no where to go.

[Deleted User]

Kezzab198 wrote: »

I’m maybe being pessimistic about it but I’m Santander are aware that any claim pre 2005 will not be investigated by the ombusman that they use that to their advantage as they’ll be no repercussions for them if they go over the time scale set out by the policy and the FCA. Customers have no where to go.

It would be an extraordinarily odd strategy for Santander to seek to delay their processes.

It won't change the outcome yet it would cost them more.

Summerly

Thanks for letting me know your timings kezzab198 - If anyone else wants to share their current timescales it would be really interesting to know. (Apologies if this exists somewhere on the forum and I have missed it).

[Deleted User]

Summerly wrote: »

If anyone else wants to share their current timescales it would be really interesting to know.

As I told you up the thread, the experience of others in this regard is irrelevant to your particular case.

You'll simply have to continue waiting.