Bank Upholds PPI Complaint then changes mind?

[Deleted User]

StirlingMouse wrote: »

Sending it on to the Ombudsman on Monday anyway as they have already had over two weeks and ten days since they sent the second letter.

I'd hold off referring the complaint to the Ombudsman just yet if I were you since doing so is likely to simply delay a decision even further.
Wait until they actually reject your complaint (with their reasons) before going to the Ombudsman. Remember, they can still uphold the complaint even now...

StirlingMouse wrote: »

Either I meet the criteria or I don't?

It's not that simple. There is no "criteria"; it's a complaint of wrong doing, not a claim.

StirlingMouse

Updating again (in case anyone has the same problems in the future). I phoned the helpline yesterday, to see if there was any progress, apparently they sent me a letter on the 3rd September saying the complaint has, indeed, been upheld and that they will pay me within 28 days. Apparently they had not "fully investigated" when they sent the first letter - with an identical offer - out on the 9th August. So I will have an additional 28 days to wait for payment. But, at the moment, it looks good. But I won't believe it now until the money is actually in my account!
Many thanks to everyone who helped! I truly appreciated your sound advice at a time of confusion! x

arbab

in one respect better to use a ppi claim company they know every single rule i claim my ppi through a claim company i did not fill any form did nothing at all and they got me offer from santeder which i had no clue i had a card with them

StirlingMouse

I disagree Arbab. One online form complaining, and three phone calls. Hardly worth paying over £1000 for. This case was unusual as Lloyds made an error in processing. Otherwise it would only have taken filling in an online form (took ten minutes) and having a chat with me when they called. No way would I hand over hundreds of pounds of my money for that. I knew I had PPI. A claims company would have done nothing that I could not, very easily, do for myself.

[Deleted User]

arbab wrote: »

in one respect better to use a ppi claim company they know every single rule

With respect, many of them barely know how to lick a stamp.

Birdi59

Hi, Just found this thread. The exact same thing has happened to me with Lloyds. In addition to sending me an automated letter addressed to me as Private and Confidential they managed to start the letter with the incorrect name. I also contacted them by phone and was given a load of bull about how the first letter should not have been sent out. I asked to speak to a manager and was put on hold, only for the same person to come back and repeat his apologies. He said someone will call me "as soon as possible". As I was not getting anywhere I said I would call again in a few days. I am absolutely livid but am glad I am not the only one going through this.
By the way, I did use a claims company to make my complaint and they have already asked me for their fee. Lloyds told me they have written to them as well to say the first letter was incorrect. Total mess all round .