Natwest Credit Card Pelvin question

2405

Hi,

I had a Credit Card PPI complaint rejected by Natwest several years ago. They recently wrote to me inviting me to complain about the amount of commission that was paid to the bank ( Pelvin ). The card account was active around 15 years ago. I was wondering if anyone has had a similar experience? Can they dismiss my complaint as it was so long ago? and if so, why would they write to me saying that they are gathering evidence? I can only assume that they have the records and are looking into the complaint. Also, the 8 week time frame set by the FCA has passed. I'm aware that the bank can take longer if they need to.

Thanks.

dunstonh

Can they dismiss my complaint as it was so long ago?

Potentially yes. If it was not open in 2008 then they can refuse it.

and if so, why would they write to me saying that they are gathering evidence?

You are on a mailing list of rejected complaints. They dont check to see if Plevin applies unless you ask them to.

2405

Thanks. Yes, I'm aware that they are looking into the case as I'm the one that complained, and they wouldn't automatically do it without a complaint, but was wanting to know if they would have rejected me sooner if the time scale ( 2008 ) was a rejection reason. I would have thought that they would have rejected sooner than the 8 week guide line. I've had two letters saying they are " continuing to gather information about your case " I'll find out when I get my final response, but was wondering if anyone on MSE had a similar case. I suppose they will be very busy dealing with all the new pelvin cases too.

[Deleted User]

2405 wrote: »

was wanting to know if they would have rejected me sooner if the time scale ( 2008 ) was a rejection reason.

They'll take as long as it takes.

Simple rejections take just as long to reach case handlers as more complex cases.

dunstonh

Most of the banks are using external agencies. A lot of the time, it moves from internal scanning, sending out acknowledgement, sorting to see who gets it to go into a another pile for someone to look at who then requests ALL the info (even bits that may not be necessary). That goes into a waiting pile while the request goes into another pile and so on.

The person that actually looks at it may only take 20-30 minutes. However, to get all the info in front of them can take much longer. Also remember that there are backlogs on these as it is quite a new issue.

2405

That's useful advice regarding the response times. Thanks. Is the banks mailing list automated so every customer with a rejected claim gets a letter regarding pelvin regardless of the circumstances? Or will they only send letters to eligible customers? Eg. Customers that aren't time barred. Thanks.

2405

Thanks dunstonh, I posted the last message not realising you had sent another response. I'll update the forum once I get a final response.

2405

Hi,

An update...
I've had a third letter from RBS this time informing me that they are still gathering information and they will look to contact me within 8 weeks . They have enclosed the contact details of the FOS and said if I'm not satisfied that I should contact them. Will contacting the FOS move things along? I think the "continuing to gather information " update is a bit vague. Can they use this reason 3 times to extend the original 8 week timeframe ? I realise that they are busy etc but another 8 weeks seems an unreasonably long way past the timeframe set by the FCA.
Thanks.

[Deleted User]

2405 wrote: »

Will contacting the FOS move things along?

No. You just enter another queue.

dunstonh

Do you remember when people were waiting 2 years. 3-6 months for PPI is reasonable nowadays. A lot come quicker but ones that require deep record finding will take longer.

robbedofmymoney

you would be better off giving them the extra 8 weeks as if you complain to the FOS this will take considerably longer for them to review your case and come to a decision.