First direct claiming no PPI

Ladyinwaiting

Hi there

I took a loan out with First Direct in 2000.

£7500 over 36 mths. £285 per month

I asked them to investigate a ppi complaint regarding single premium added to loan attracting interest till loan was paid in a2003

The Bank have said there was no record of ppi and didn't uphold complaint. ! However I rang the call center at first direct read my notes on my account and said there were 3 sets of notes from loan application and loan draw down, all saying PPI was included.

How do I proceed please? Do I go back to first direct and advise them to look at these notes ( I have the date and times of them)

Or do I call the FoS for advice and ? Refer the case to them?

Any help appreciated!


Thanks

-taff

Send them a SAR.
Just because they have some notes to say there was PPI doesn't mean it wasn't cancelled at some point. You need evidence to show it wasn't. If they don't have any, there is no complaint.

dunstonh

Go back to the complaints team and let them know that the call centre have said that PPI was included.

Your normally find that the complaints team has a more accurate record of historic stuff than the call centres.

Dont go to the FOS yet. You have 6 months and that will put you in another queue and the FOS will only ask FD to check again.