Santander / GE

Walaboobah

Hi, i'm a bit confused about a response I received from Santander about a PPI complaint.

The Letter was 7 pages long, the first 5 pages inform me that my complaint has been upheld and are awarding me compensation plus the details of how they came to the decision and how to make the claim together with a prepaid envelope.

Pages 6 and 7 are another letter claiming that as my complaint relates to a card taken out in 1996 the account is time-barred.

I have filled in the form and we shall see, but I was wondering if anyone else had experienced anything?

Could the claim be relating to two different PPI policies for the same card or would they be handled separately?

TIA

Hectristic

Please correct me if I'm wrong, but it sounds like this is for a store card?

From what you've said, and past experience, although Santander is the lender, the insurer is the one responsible for your complaint about mis-sold PPI. This should be explained in one of the first paragraphs - Something like "Santander are responding on behalf of Financial Insurance Company Limited. Financial Insurance Company are not a Santander company..." This will be the first letter that says your complaint has been upheld. All it means is although Santander aren't responsible for your complaint, they're doing the investigation on behalf of the people that are.

The second letter will be Santander saying you have no recourse to bring a complaint to them due to it being brought outside of time limits. It's their way of covering themselves and effectively saying 'don't bother coming to us, it's not our problem, it's the insurers' '.

At the top right of the letter it will have in bold the cards you complained about and the account numbers. If there is only one card there and the first letter from Santander on behalf of the insurers explains they are upholding your complaint about PPI on it, then you'll receive redress for this - the two letters won't be an indication of two policies.

Bare in mind that Santander may not have found every store card you had, and if you want to complain about others, be prepared to contact them further.