PPI - disputing initial decision - what are timescales for response?

KerryDale

The Halifax defended my MPPI claim back in March. I disputed this with a lengthy letter which they received on 3rd April. I expected that they should still be bound by the 8 week rule in replying to my complaint/customer concern on this, but I’ve still had nothing other than an acknowledgment letter. Am I wrong? Does anyone know the FOS stance on this? I thought all customer concerns were to be dealt with within 8 weeks but they’re telling me that, because they didn’t stipulate a time on their acknowledgement letter, they aren’t bound. And their priorities are with PPI compliants that have not yet been dealt with.

BoGoF

Not so sure why you didn't go straight to FOS after rejection? I'm sure that is what their letter would have told you to if you disagreed.

[Deleted User]

KerryDale wrote: »

The Halifax defended my MPPI claim back in March. I disputed this with a lengthy letter which they received on 3rd April. I expected that they should still be bound by the 8 week rule in replying to my complaint/customer concern on this, but I!!!8217;ve still had nothing other than an acknowledgment letter. Am I wrong?

There was already a very detailed response given as part of the thread you made back in March (even mentioning the Ombudsman):
https://forums.moneysavingexpert.com/discussion/comment/74065635#Comment_74065635
but you didn't mention in the old thread that you would be writing to the Bank in the (mistaken) belief they would re-open your complaint.

You need to understand that your initial complaint was rejected by the bank FULLY AND FINALLY in March and the next stage of the complaint process was for you to refer it to the Ombudsman in the event you still remained dissatisfied.

This next stage would have been explained in a very detailed section of your rejection letter and it was unwise to ignore it.

Unless your "lengthy letter" in response to this rejection contained very compelling additional evidence not in your original submission, you have wasted your time sending this. There really was no point re-submitting your complaint if all you did was differently word it and, of course, it's no surprise that the Bank are giving low priority to your attempt to circumvent the complaint process. Since the Bank have already addressed your concerns, they are under no obligation to re-address them within a given timetable and they'll just reiterate the original rejection anyhow.

Since you have only six months from receipt of your original rejection, I'd get to work referring your complaint to the Ombudsman posthaste if you don't want to run out of time.

Remember, everything will run far smoother and less frustratingly if you just follow the complaint process.

For all the reasons already mentioned on your other thread, however, your complaint about not knowing you had PPI (on a mortgage from 25 years ago) is unlikely to be successful, but that is for the Ombudsman to adjudicate.

Good luck.

Nasqueron

Most MPPI complaints fail statistically due to the nature of the debt. Your complaint reasons in your other thread were weak and easily defended:

1) didn't know about it but paid a monthly direct debit every month for X number of years and didn't query it until 22 years later?
2) claim it was taken without consent but paid the charge for all the time and the lender will have signed documentation showing you agreed to it
3) stable job - everyone says that but nobody is immune to redundancy in the private sector
4) parents back up - not valid, even if they were willing to provide you with income while out of work, were you really expecting to drain all their savings ? Could you prove they had ample savings to pay off a mortgage + all your other costs for 2-3 years worst case without leaving themselves on the bread line (talking 2-3 years worth of salary)

Any which way either you refer to the FOS inside the 6 months from March or leave it and it'll be time barred

dunstonh

The Halifax defended my MPPI claim back in March. I disputed this with a lengthy letter which they received on 3rd April. I expected that they should still be bound by the 8 week rule in replying to my complaint/customer concern on this, but I!!!8217;ve still had nothing other than an acknowledgment letter. Am I wrong?

You had your response and the 8 week timescale is over. You are already in the 6 month period to refer it to the FOS.

I thought all customer concerns were to be dealt with within 8 weeks but they!!!8217;re telling me that, because they didn!!!8217;t stipulate a time on their acknowledgement letter, they aren!!!8217;t bound.

The 8 weeks is the period from the receipt to the response.

What part of their response are you disputing? From your other thread, the complaint was weak. Weak complaints do often succeed (albeit more in loan and credit card PPI). Halifax are known to be a soft touch. So, when they reject it, they usually have good reason.

For all the reasons already mentioned on your other thread, however, your complaint about not knowing you had PPI (on a mortgage from 25 years ago) is unlikely to be successful, but that is for the Ombudsman to adjudicate.

Especially if it was bought 2 years after taking out the mortgage and not with the mortgage as is suggested on the other thread.

KerryDale

The reason I write back to Halifax is because they said some information was missing and if I could provide the missing information it could change the outcome. The information wasn!!!8217;t missing; much of the content of their defence letter was incorrect so I felt compelled to write back to correct them. Maybe I was naive and should have gone straight to FOS at the time but I thought I should give the Halifax the opportunity to reinvestigate. Thanks for the advice.