PPI Refund Santander/Debenhams

benjic001

I contacted Santander PPI Helpline some weeks ago, explained to helpful operator my reasons for claiming PPI from a Debenhams Card Account used only occasionally. I received a questionnaire asking for further information which was straightforward and posted back. A letter arrived beginning of April upholding my claim and offering a sum of just over £100, along with acceptance letter requesting my bank details and I would receive refund within 14 days. The acceptance letter was posted the following day but no funds have been placed in my account. I telephoned Santander today to be advised that my offer was sent in error and should have received a letter to that effect. No letter has been received! They have my acceptance letter and the case will be reviewed, but couldn’t say when. I try to be reasonable with any conversation regarding financial matters but the operator on this occasion was not prepared to listen to my concerns and put me on hold twice while she spoke with a supervisor. Surely my acceptance is binding - if an error was made, that’s for their department to resolve and not my fault. I accepted the offer in good faith and feel Santander are trying to renege on my refund despite stating in correspondence that PPI had indeed been mis-sold to me. I’d be interested to hear if anyone else has been dealt with in this way; should I sit tight for a response or simply take this to the Ombudsman now? Either way, I feel I’ve been dealt in a very unprofessional way by Santander.

[Deleted User]

If an error has been made, they need to fix it.

Mistakes happen.

Nasqueron

If the tax man said you owed twice the tax you had paid, then said they'd made a mistake would you still pay the 2x tax?


They made a mistake, it's not binding, wait for the final decision, you cannot force them to give you the money

[Deleted User]

benjic001 wrote: »

Surely my acceptance is binding

I'm afraid not.

benjic001 wrote: »

if an error was made, that’s for their department to resolve and not my fault.

Certainly, but they can easily "resolve it" by not paying you.

If they've failed to send you a letter informing you that you are not due any money then that is cause for another complaint, but if they have and you simply have not received it that's a different matter.

It's hardly a world-shattering amount though, so they may well just offer a goodwill payment to be rid of you and avoid the FOS fee.

Scotiagirl_2

I think Santander are trying to hold onto as much ppi money as they can . I have just been told by Santander that they believe they are only due to pay me £101 for eight years of PPI redress. They claim that they have calculated this from information received from MBNA as my records were passed to them in 2003. MBNA for a slightly shorter period refunded me almost £3000 so I do not feel that Santander are being very accurate in their calculations.I am going to SAR Santander and MBNA to see what papers they hold.

Kildare

I think I posted about this a long time ago but can't find the thread - with the PPI deadline looming I thought it was worth a double check with those who may know!

I had a Debenhams store card which was taken out in the late 1990s (I believe around 1997) when I was a full time uni student working part time. At the time I was told I had to take out the PPI with the card. I believe it ran for a couple of years before I ended the PPI and later paid off and cancelled the card (pre-2005).

I doubt I have any paperwork now and I'm sure when I asked about this before the feedback was this wasn't covered under PPI claims. Would anyone know if this is the case or can I try to claim anything back?

Thanks!

-taff

https://www.fca.org.uk/ppi/contact-debenhams-store-card

Skid01

Hello

I am a newby on here and can't seem to find out how I make a post on here, as I in need of some advice on Santander who recently rejected my ppi complaint for Debenhams, Currys Topman etc, perhaps someone is will ing to guide me through this sorry to be a pain
Best regards
Skid

[Deleted User]

If your complaint is rejected, you have the option of going to FOS.

Details will have been included in your rejection letter.

Skid01

Hi
Thanks for you reply but fos is a no go as they seem to have the upper hand with them, I have looked at different forum s etc and the rejection I got is the classic fob off they are well know for it, I also have seen that some people have been successful but no clear details of how to achieve this, any info would be greatly appreciated thanks in advance
Skid

[Deleted User]

I think you"re perhaps a little confused.

There's no off-fobbery and they certainly don't have 'the upper hand' with FOS.

If your complaint reasons are strong, it will be upheld. If they're weak, then you will understandably fail.

Which category does your complaint fall into?