PPI offer company now refuse to pay

Jetters

Hello
I hope someone can help me. Back in Feb 2017 applied through Gladstone brookes to MBNA mis-selling of PPI, were told by both MBNA and Gladstone Brookes no compensation applicaple.
Moved house in May 2017 had post redirected up to Aug 17. Apperantly in Sep 17 MBNA made an offer of a few thousand pounds that I was unaware of because we moved house. I have recently discovered this through a claim I made again to MBNA they told me that they had sent an offer and cheque. A cheque and offer I never received. They now say that because the time has lapsed I am no longer entitled to the compensation. Both the third party expert and MBNA did not try to contact me further despite the fact that the account I have recently fully paid off in July 19 so they had the means to contact me. I have forwarded the case and complaint to the financial ombudsman and I am hoping they will find this as an exceptionable case and ensure MBNA should re-issue the offer and cheque, surely the six month deadline doesn't start until you receive it! Can someone please advise me. Thank you

SonOf

Both the third party expert

LOL - a bit naive there.

I have forwarded the case and complaint to the financial ombudsman and I am hoping they will find this as an exceptionable case and ensure MBNA should re-issue the offer and cheque, surely the six month deadline doesn't start until you receive it!

If you moved address and are still a customer of theirs then the FOS usually side with the lender. If you are a non customer then they will usually side with you.

Jetters

Hello Thank you for your reply.

I don't understand naive about what? I expect the third party expert to have at least informed me after all they would have received 25% of the offer if they had.

I am no longer a customer of theirs!

[Deleted User]

There is no third party expert. You used a claims company.

They post complaint forms. That's all.

Jetters

O'h OK maybe I'm trying to be polite!

Bermonia

Regrettably your complaint is with the third party now as their incompetence has cost you... if MBNA are arguing time bar then there are no exceptional circumstances from what you have said for FOS to overturn that.

Jetters

Hello Bermonia
Thank you for your reply.

Surely the ombudsman will see that the offer was never received and because of the incomptenence of both parties and the house move why wouldn't they uphold the original offer?
I was clearly entitled to the compensation as agreed by MBNA in Sep 17. MBNA wrote to Gladstone Brookes ( which I now have a copy of Jul 19 sent in 2017) stating that MBNA have upheld the high commission complaint and "refunded any commission and profit share above 50% of the PPI premium paid" resulting in £5089.24 compensation "payment to be made within 28 days of this letter"
I never received any payment or letters or any other communication from MBNA or Gladstone Brookes.
I am hoping that the ombudsman will see that the incompetenance is with MBNA and Gladstone Brookes and I should not have to suffer because of this.

Bermonia

That’s not how the FOS work... if the business has acted correctly then that will likely be the end of it... the business are not responsible for you not receiving their communication.

As you enlisted the services of a third party it is between you and them, FOS can hardly punish the business for issues you had with your instructed representatives.

-taff

They might rule in your favour because you moved house. Did you notify MBNA about that? If you did, fab, it's their mistake.

Jetters

Hi All thank you so much for your advice.

Bermonia do you think I have a case against Gladstone Brookes then for not informing us about the offer?

Taff I have forwarded to FO all documents, letters, statements including a copy letter from MBNA to Gladstone Brookes showing the breakdown of the offer however, oddly MBNA didn't send me a copy of the offer that they should have sent to me! So I am wondering if MBNA are at fault here?
All of your advice is so helpful Thanks.

[Deleted User]

Jetters wrote: »

do you think I have a case against Gladstone Brookes then for not informing us about the offer?

Did you inform the Claim Company of your new address or did you rely on Post Office redirection?
If the latter, why did you only have that redirection for three months after you moved?
As a quarter of your redress belongs to them in fees, it's beyond unusual that not only were you not informed, but that (two years on) they aren't already chasing you with debt collectors!

Jetters wrote: »

oddly MBNA didn't send me a copy of the offer that they should have sent to me! So I am wondering if MBNA are at fault here?

Again, did you inform the Bank directly that you were moving house or did you rely on Post Office re-direction?
Why did you leave it fully two years without enquiring about the status of your complaint?

Why did you then decide to make a duplicate complaint years later?


The answers to these questions and more will be required by the Ombudsman.