PPI/Plevin question

MorrisBlack

Hi there,
Hoping someone might be able to offer some advice.
I had a PPI claim on a NatWest credit card rejected in August 2014. I received a letter in November 2017 from NatWest (RBS in fact) saying that because I was rejected on the previous claim, the Plevin ruling meant that I could apply to see if I was due compensation for high commission rates.
Using Resolver, I applied on November 27. About a week later I got an automated letter from RBS saying they had received my complaint and that they would investigate. I then received another automated letter on December 27 saying they were continuing to investigate. However, I have received no more correspondence via post since then and the eight week deadline has passed. However, on January 24th I received an email letter on my Resolver dashboard from NatWest/RBS saying the following:

"Thank you for your recent online complaint regarding PPI. This will now be referred to our dedicated PPI Customer Concerns Team who will send you an acknowledgement letter in the next 10 working days. If you have provided a mobile telephone number, we will keep you updated throughout the course of the investigation by text message.
All further correspondence from The Royal Bank of Scotland Group will be sent via post directly to the address provided. You will also receive a new PPI reference number specific to your complaint which you should quote when discussing your complaint with us. We may also need to contact you by telephone for further information."

I thought the eight week deadline meant that the bank needed to get back to me with their final decision, or if this was not possible contact me before the eight week deadline that they would need more time. But this email letter on my Resolver dashboard reads like they've only just received my complaint and that I am back at the beginning of the process.
Can anyone tell me what they think is going on, and if you recommend that I escape this to the FOS? Does this mean they are also re-investigating the original PPI complaint as part of the Plevin-commission investigation?
Thanks in advance!

[Deleted User]

Using Resolver slows down the process considerably. You'll have to work with the timescale that NatWest have given you.

If you have further complaints with lenders, remember to go direct.

MorrisBlack

Thanks zx81, your response is appreciated. Is it your opinion that NatWest's latest response indicates that the process is starting from the beginning again, despite it being over the 8 week deadline?

[Deleted User]

Yes. Resolver appear to have been slow in passing on your complaint.

MorrisBlack

Maybe I am missing something but not sure this can be the case as I received an acknowledgement from NatWest on December 5 of my complaint - which itself had come via Resolver at the end of November.

-taff

Well, their eight weeks is not up yet.

MorrisBlack

Jan 22 was the end of the eight week period.
Even if the period was still running, the fact that they have sent what amounts to an initial acknowledgment letter on Jan 24 is confusing as they have already sent two other letters, one acknowledging my complaint and the other saying they were still working on it,

-taff

They acknowledged your complaint on the 5th. Eight weeks from then is January 30th.
Phone and ask.
Maybe resolver sent it again. It's not that great at admin by the looks of yours and others complaints.