PPI offer company now refuse to pay

Jetters

Thank you for this. I was notified by GB and MBNA Feb 17 that the complaint had failed and I thought this was the end of the complaint, however, I know PPI was charged and was convinced there was a genuine complaint for mis-selling because I have never agreed with type of insurnace as I don;t believe it would ever have paid out ,so I would not have agreed to it.So I put forward the complaint myself through Resolver, in Jul 19 MBNA sent me the copy letter issued to GB in Sep 17, we moved May 17 we had three months redirection of post and because we had other outstanding complaints with GB notified them of our move. In my opinion, the reason GB haven't chased is because they know and realise they made a mistake and cannot chase for fees when we didn't receive any offer/compensation either a copy of the letter to GB from MBNA or MBNA themselves so there is no proof from either of them that it was sent to me. GB were dealing with this on my behalf with MBNA why would I need to contact MBNA aswell?
Thanks again it is really helpful to get the advice.

[Deleted User]

Jetters wrote: »

GB were dealing with this on my behalf with MBNA why would I need to contact MBNA aswell?

Since your third party "experts" were only your representatives, any redress and/or complaint result would have been sent direct to you with the Claim Company only copied in. Your whole redress amount would have been sent direct to you and you would have received a separate bill for the CMC fees.

If MBNA weren't informed of your house move, therefore, it was almost inevitable that any cheque they sent would not reach it's intended recipient.

By the way, your PPI complaint did actually fail back in 2017. What you describe at post #7 is a Plevin refund of undisclosed commission. This may be why there was confusion at the time by the Claim Company. Your actual complaint was indeed rejected and you received only a partial refund due to the Plevin ruling.

Jetters

Thank you.
No,The copy letter sent to us in Jul 19 was addressed to Gladstone Brookes they were not just copied in on a letter that should have been addressed to me with GB copied in and as stated above MBNA did not supply a copy letter addressed to me with the offer that they should have at the same time 29/9/2017.
Yes it is aPlevin refund. "We're upholding the undisclosed high commission complaint (Plevin) and to calculate your redress we've refunded......." It does also state in this letter from MBNA that "Payment will be made within 28 days of this letter" dated 29/9/2017! I really do think there is more to this than meets the eye. I am going to write directly to MBNA and request copy letters sent and received by all parties. Thanks once again.

[Deleted User]

Jetters wrote: »

No,The copy letter sent to us in Jul 19 was addressed to Gladstone Brookes they were not just copied in on a letter that should have been addressed to me with GB copied in and as stated above MBNA did not supply a copy letter addressed to me with the offer that they should have at the same time 29/9/2017.

The copy letter is of course addressed to Gladstone Brookes, they are not sent a photocopy of the letter intended for you personally! I'm certain the Bank sent you only one copy of the letter for no other reason than they are duplicates . Remember, your personal letter will have gone to your old address because you failed to tell them that you had moved. That's your fault.

Jetters wrote: »

I really do think there is more to this than meets the eye.

Was this a ploy by you perhaps to avoid paying the Claim Company their fee? If not, you were incredibly forgetful and remiss in failing to check on the status of your complaint until two years later.

Jetters wrote: »

I am going to write directly to MBNA and request copy letters sent and received by all parties..

Why are you doing this if you've already forwarded the correspondence to the Ombudsman? It's your own fault you didn't receive the actual offer letter because you failed to advise them of your house move. A copy of the letter they sent to your old address won't change that and it will only be a reconstituted facsimile anyhow.

You need to address any complaint to Gladstone Brookes. It's not the Bank at fault here. GB should have informed you of your success (and billed you at the same time).
You need to allow them eight weeks to consider your complaint and then you can refer it to the Ombudsman. CMCs are now regulated so you need to follow the regulated complaints procedure.

You don't have to be concerned that the timescale of all this will take you past the PPI deadline.

Jetters

Thankyou once again for your reply.

Excuse me there was absolutely no ploy involved here! I believed what I was told by MBNA and GB at the time so there was no fee to pay!
I feel as though I am repeating myself here if I am told by both parties the claim was rejected why would I have to ask GB again? However, I do feel that GB let us down and will be putting a complaint in to them.

[Deleted User]

Jetters wrote: »

Excuse me there was absolutely no ploy involved here!

I only asked because you have seemingly put all your faith in a Claims Company, expecting them to do far more than you employed them to do. As stated, the offer letter and cheque will have been sent to your old address because you failed to update the bank of your move. The Bank would not send a cheque made out to you to any third party company.

You employed the Claim Company to simply send your complaint to the bank when you could have simply complained directly. That's not the Bank's concern.

However, Gladstone Brookes failed not only to to bill you even though they were informed of your partial refund, they also failed to let you know of that success. As a result, you (and they) have lost out to the tune of over £5k in redress..This is your complaint.

Jetters

Hello
Yes I think you're right.
Thanks again for your advice

-taff

Actually, I think you might have a good chance of getting this re-issued.
You complained and were as far as you knew and the claims company knew, rejected. Then you moved house and were only sent a success letter after you redirect had been in operation for three months.
You complained again because you felt strongly that you were missold, to be told your complaint had been looked at again and was successful but never received the success letter due to a house move.
Ram those points home with the FOS.

Jetters

Thank you all for your replies I do find it invaluable and helpful to hear different opinions.
You can see who are in the know and those that maybe employed by the very institutions that we are complaining about! Am I right or wrong?

[Deleted User]

Jetters wrote: »

You can see who are in the know and those that maybe employed by the very institutions that we are complaining about! Am I right or wrong?

You are very definitely wrong.