HSBC Claim

Justmethistime

Hi,
I submitted my claim for PPI at the end of January 2019, letter sent recorded delivery. As of March 27th still no response from HSBC.
I then contacted the Ombudsman to ask what to do next; I was asked about my claim. I am now being told by the Ombudsman that I may not have a claim for PPI after all, no miss-selling possibly. I approached them originally prior to submitting my claim and was advised that I should pursue a claim with HSBC as I had quite a strong case.
I am just so confused; should I still pursue my claim with HSBC, the Ombudsman advisor seemed to think I may not be successful. They are supposed to be impartial.
Can anyone offer guidance here.
- Many thanks.

dunstonh

I approached them originally prior to submitting my claim and was advised that I should pursue a claim with HSBC as I had quite a strong case.

The FOS telephone script for enquiries tells virtually everyone that they have a case. They don't want to put people off.

They are supposed to be impartial.

They are. However, that doesn't mean they have to agree with you. They look at the case on its merits and make an unbiased judgement.

should I still pursue my claim with HSBC,

Too late now. Once the involved the FOS, that takes it out of the hands of HSBC.

Can anyone offer guidance here.

Why do you think that you have such a strong case?
What were the rejection reasons?

Justmethistime

The ombudsman have not investigated as yet, I asked for advice only. They do not have my details. Therefore there no decision can be reached unless I ask for their help(officially) and supply my details (i,e, go through online application).?

dunstonh

In which case, wait until HSBC respond.

Why do you think your case is strong but the FOS dont think it is? (after initially saying it was)

Bermonia

If you haven’t even received an acknowledgment letter form HSBC then this would suggest that they do not have your complaint (or is not logged properly) - contact them in first instance as if you onvlolve FOS they will merely give HSBC 8 weeks t o respond to you and close your case down st this stage.

Dependent on product and some basic information the telephony staff at FOS will sometimes advise that based on similar complaints it is unlikely to uphold... obviously every case is investigated on its individual merits but it is considered good service to manage expectations - that way taken they do reject it you are already have expecting and prepared for it.

Justmethistime

I quite agree with you, managing expectations. I will contact HSBC again, prior to involving FOS.
However;
I was never told that PPI was optional by HSBC, I duly and stupidly paid the premiums every month for over 7 years. The premium was added to monthly statement. Interestingly when I went though a period of ill health I could not claim on PPI, even when I was made redundant from a permanent role, still told I could not claim on PPI. It was only after my 2nd unsuccessful claim that the bank offered to stop PPI payments. What was PPI for? I was stupid enough to comply and allowed the money to be taken monthly.
I'm confused, I suppose.

-taff

Don't know, what was it for? A loan? A mortgage? Credit card?

Justmethistime

PPI relating to a credit card. I was being literal, i.e. what was purpose of PPI if I could not make a claim for health related unemployment for a 6 month period, or being made redundant from a permanent job. 2 occasions when not covered by PPI.

Why is it some may claim for PPI and be successful whilst others can't? What differentiates 2 claims, genuinely interested to know.

Bermonia

Every claim is different - everyone’s circumstances are individual to them, lenders had different process and these changes frequently throughout the years, different policies had different terms, availability of records or evidence... the list goes on I’m afraid, the myths perpetuated by claims companies that all PPI was mis-sold is simply not true I’m afraid.

dunstonh

Why is it some may claim for PPI and be successful whilst others can't?

Some sales processes were robust. Some were not.
Some products are poor quality.Some good quality.
Some were set up correctly. Some were set up poorly (good = monthly premium. Bad = single premium with no refund on early redemption).

You can still buy PPI today. Albeit in the good type (regular premium standalone PPI or mortgage PPI).