PPI on Store card delayed decisions

EOP

Just spoke to the Call Center - all is confirmed - the telephone advisors were told this morning that the talks with AXA are now completed and that Santander are continuing to deal with the complaints on their behalf.
Obviously they now have a backlog of accounts to deal with, but things are moving again,

Ammeretto

I made a complaint to Axa who then sent it to Santander for a mothercare account.
The account was opened sometime in 2003 and closed in 2011
I made the complaint 27th July.
I had a letter at 8 weeks saying they were still investigating and then every four weeks after that.
When i rang santander to chase i was told that the claims were on hold.

I have now received a letter from them requesting more information.
They have enclosed a 6 page questionnaire asking me to complete and return.
Its asking things like policy number, when and how i took out the insurance, if i was working at the time and how much i was earning etc
Surely all of this information would have been included on the actual application form when i applied for the store card.

I cant remember my income at that point. I do know i was probably either on maternity leave or just before.
I don't remember the date that i took out the policy.
I do remember that it was in the store cause they offered a 10% discount if you took a card out.
I don't recall being told of any insurance policy's - just told where to tick and where to sign.

Should i fill in the form as much as possible and send it back or do something else?

[Deleted User]

Ammeretto wrote: »

I have now received a letter from them requesting more information.

I cant remember my income
I don't remember the date
I don't recall being told of any insurance policy'
Should i fill in the form as much as possible and send it back

Well, if you don't complete it (to the fullest extent of your ability) your complaint will stall.

Information you do not have or do not know, just leave blank.

There is nothing else you can do.

C0r1n3

Hi, I have 2 PPI complaints with Santander.
1) New Look store card 1996 (PPI for 2 years)
2) Debenhams store card 1995 (They say PPI for 3 years but I think it was for 5 years)
I sent a SAR to them in September, only received minimal information regarding 1 store card. Continued to contact them via letter and telephone and finally they have confirmed my second store card although I'm unhappy to have paid for a SAR (using template letters asking for all info) and not received the correct docs.
1st PPI claim has been going for 8 weeks then received the letter in relation to the insurers, they have told me today I should have a decision soon.
2nd PPI claim has been started today.
What do I do next?
Do I wait for a decision and if it's unfavourable then go to the underwriters before the Ombudsman?
Help??
Thank you
Corrinne

-taff

You will have to wait for their final response first to see if they are taking liability for the sale or not. If not, these complaints are pre regulation, so you don't have access to the FOS if they are not taking liability.

Grannyflo

I have had a claim in for two store cards Evans and Debenhams since August last year. Today I have received yet another form to fill in (ppi) questionnaire) even though I have already filed all this information. I think they are just getting out of paying.

-taff

They don't have to pay you. You're maing a complaint, not a claim.
And this all rests on whether they are going to take liability, which is not certain given the above.

EOP

This morning I also received another questionaire to fill in re my Debenhams ppi complaint!!

pieman6

I received a further questionnaire this morning in the post and a phone call later in the day. They asked me questions about my employment at time, savings etc, then said i would have a final response within 2 weeks. They also told me that the claims that were on hold are being fast tracked with their goal to have final response letter to all by the end of January.

I do have to say the letter that came with the questionnaire was a little confusing as it said in one hand i have to wait 8 weeks before i can refer the DISP rules from the FSA however it also said i could refer the complaint against the insurer to the FOS but not against Santander.

pieman6

I was under the impression from the letter i got with my questionnaire that you can take the insurer to the FOS but not Santander as they are acting as agents to the insurers..

I could be wrong