Enquired about mortgage PPI to Halifax....

Hurley

...and they responded with a letter apologising that I feel the need to complain how I was sold PPI and enclosed a questionnaire to fill out for the complaint.

The thing is, I only asked them if my dad had PPI on his mortgage, not that I wanted to complain. So I've not got an answer.

They have also said I MUST return the form within 14 days.
I'm not even considering a complaint yet as I don't have any information about whether my dad even had it never mind whether he was mis-sold.

My two questions are:

Am I to assume from their response that he did have PPI?
Do I have to complete the complaint within 14 days, or is that just them trying it on?

Thank you for any help.

[Deleted User]

Hurley wrote: »

Am I to assume from their response that he did have PPI?

Assume nothing.

Hurley wrote: »

Do I have to complete the complaint within 14 days?

They cannot enforce such a deadline.

Hurley

Thanks Moneyineptitude.

Any advice on what to do now? I just want to know if he had a policy, if so then I can submit an SAR and agreement request and actually see if he has any sort of claim.

Would it be better just ringing them direct as it's just a simple question really?

[Deleted User]

Hurley wrote: »

I just want to know if he had a policy, if so then I can submit an SAR and agreement request and actually see if he has any sort of claim.

Why would you want the Agreement?

A SAR won't show you if he has any sort of "claim" either. Why doesn't your father simply call them and ask directly if there was PPI? That's far cheaper than £10 for a SAR.

Do note that even if there was PPI, that does not automatically mean there will be a refund. In order for any insurance to be refunded it has to have been mis-sold. Unlike loan and credit card PPI, most mortgage PPI complaints are rejected.

Hurley

Moneyineptitude wrote: »

Why would you want the Agreement?

A SAR won't show you if he has any sort of "claim" either. Why doesn't your father simply call them and ask directly if there was PPI? That's far cheaper than £10 for a SAR.

Do note that even if there was PPI, that does not automatically mean there will be a refund. In order for any insurance to be refunded it has to have been mis-sold. Unlike loan and credit card PPI, most mortgage PPI complaints are rejected.

I understand that, which is why I need all the literature pertaining to the PPI to see the exclusions and terms of the policy to see if my father is eligible to complain. That's what I meant by SAR, I was obviously unclear. I know full well you can't just complain randomly, which is why I'm trying to ascertain facts, but Halifax haven't even answered the one question I asked them which was 'did I have PPI?'

I will just ring them.

Thanks for the reply.

[Deleted User]

Hurley wrote: »

I understand that, which is why I need all the literature pertaining to the PPI to see the exclusions and terms of the policy to see if my father is eligible to complain.

You are unlikely to see any reasons to complain in paperwork provided by a SAR. The terms of the policy won't be in your father's records.

Hurley wrote: »

I will just ring them.

Makes sense.

Hurley

So you don't think there is any way of obtaining the policy documents now?

If so, I wouldn't really know what to claim on, assuming there was anything.

Hurley

I just rang them and they were not willing to disclose anything regarding my dad's account. They said they would need to talk to him directly.
They also said to get an answer to the simple question of 'did he have PPI' he would need to complete the full complaints questionnaire and submit it and wait for a response. I tried to point out that I don't even know if we're complaining yet, or if we ever will, so how can I complain if I don't even know if he had PPI?

There are loads of personal detailed questions in there about savings and what not, I just want to know if he had PPI :huh:

I need to know if he had PPI first surely before taking any further action? I thought that was the process, you go to the lender's PPI complaints section, complete the 'PPI check' section and then get a yes/no response? The fella I spoke to and the letter and pack I've received seem to be under the misapprehension that I've begun a complaint. I haven't.

[Deleted User]

Moneyineptitude wrote: »

Why doesn't your father simply call them and ask directly if there was PPI? .

Hurley wrote: »

I just rang them and they were not willing to disclose anything regarding my dad's account.

That's why I suggested earlier that your father should call them.

Unless you have Power Of Attorney, there is little point in you being directly involved.

Your father can surely make these enquiries himself? If not, you'll need to acquire a POA for many other things apart from a potential PPI complaint!

Does he have no mortgage documentation that you can look at?

Hurley

Moneyineptitude wrote: »

That's why I suggested earlier that your father should call them.

Unless you have Power Of Attorney, there is little point in you being directly involved.

Your father can surely make these enquiries himself? If not, you'll need to acquire a POA for many other things apart from a potential PPI complaint!

Does he have no mortgage documentation that you can look at?

He might do actually. I'll have a look in to it.

My dad is old and doesn't speak great English so I said I'd do it for him.

I thought just getting an answer to whether you had PPI or not was the first step and supposed to be simple? Capital One just emailed back the next day and said 'yes you had it, here is the date you had it from', Barclays did similar. I thought it would be the same for everyone else.

[Deleted User]

Hurley wrote: »

I thought just getting an answer to whether you had PPI or not was the first step and supposed to be simple?

It is simple...if you are the account holder.

Hurley wrote: »

Capital One just emailed back the next day Barclays did similar.

You obviously purported to be the account holder in these E-Mails..?