Impatient - help needed

Jack_Army

Hi All

Newbie so be gentle! I’m currently going through a PPI complaint with Halifax relating to missold PPI at the time I took out the card. I spoke to a complaint handler at Halifax and he is due to call me back to check a couple of questions I could not answer on the phone. Those are what my redundancy & sickness entitlement would have been with my employer at the time. I’ve had to contact my old employer for that info but he was pressing me to kind of say I don’t be know but I don’t want to. I only said I’d prefer to check but I definitely had those entitlements. He said he’d call me on Thursday coming for that. Anyway his final question was what account would I like the payment made into? Now here is the crux of my question to you. Is that a promising sign or just a standard question? It’s a lot of money if my complaint is upheld, so I’m really keen to know, hence me wanting a bit of a steer on it before I find out for sure this Thursday.

Thanks

Jack.

[Deleted User]

Jack_Army wrote: »

. Anyway his final question was what account would I like the payment made into? Now here is the crux of my question to you. Is that a promising sign or just a standard question?

It's just a standard question and has no bearing on the future success (or failure) of your complaint.

It just saves them contacting you in future.

I'd be surprised if they call you again, to be honest, that's why he was pressing you to simply say that you didn't know,

Jack_Army

Thank you for the reply. I!!!8217;ll wait until Thursday and call on Friday if I!!!8217;ve not had the call.

[Deleted User]

Jack_Army wrote: »

call on Friday if I've not had the call.

Any such call from you really will have no bearing on the result of your complaint. Don't waste your time.

Most banks don't even bother with such "follow up" calls and the complaint stands (or falls) based only on what was submitted in the original complaint.

Jack_Army

Thanks for the info. Just seems like a really inefficient process from their perspective as I was on the phone to him for about 15 minutes. Regardless, I suppose it!!!8217;s just a case of waiting for a letter?

Splash81

I had the same type of call.. and 2 weeks later I!!!8217;m still waiting for a reply. I did add some info I remembered after the original call by ringing them a few days later. When I chased yesterday they said they don!!!8217;t have to give me an outcome until March 15th- which is 4 weeks from when I spoke to them.

brettcta

remember, banks have 8 weeks from when you submitted your complaint to respond to you.

Jack_Army

No call received at the specified time, as I was told would happen by an esteemed poster. Called and gave the info was thanked and told by the complaint handler that I’d receive a written reply in 2 weeks. Which begs the question what have they been doing with my complaint since we last spoke. Clearly not been looked at or even semi imvestigated. Makes me believe that their protracted and inefficient processes are a technique to cause apathy. Anyway once I receive what seems to be the inevitable rejection letter I’ll update on here. I dare say they won’t suggest Plevin if it is. Which is like going in to a shop and buying 1 of a product that is 2 for 1 without the person on the till having the courtesy to tell you.

[Deleted User]

Jack_Army wrote: »

Makes me believe that their protracted and inefficient processes are a technique to cause apathy.

It would be a technique that of course costs them more money in redress, so I think it's safe to say it's not intentional.

[Deleted User]

Jack_Army wrote: »

Which begs the question what have they been doing with my complaint since we last spoke. Clearly not been looked at or even semi imvestigated.

You need to realise that Banks don't look at each PPI complaint solidly for eight weeks. The timescale allowed is so that your complaint can sit in a queue (with many others)waiting to be looked at by a Claims Handler.. Ultimately, individual complaints might take a few hours (or less) in total to be considered. Do you really expect the Banks to employ extra handlers to reduce the waiting time they are allowed by the regulator?

That's not going to happen.

It's also pertinent to note that the person you speak to on the 'phone is unlikely to be part of the decision making. As such, he can't say whether your complaint will be successful or not.

Your analogy about going shopping is not a good one because you are making a complaint, not a purchase. Regardless, if you are in "scope" of a Plevin refund, you won't have to make any further complaint in order to receive one. If your PPI complaint fails you'll be automatically considered for Plevin.

Your telephone call furnishing them, with "further information" really wasn't required. just as I told you on the 4th March.

So, in your shoes, I'd forget about this and only expect a response after the full eight weeks have elapsed. Even if you are successful, you can likely expect to wait a further few weeks before the money eventually reaches your account.