Strange Response from NRAM/Northern Rock

lem0nhead

Hi folks

Background: I spent the week running up to the deadline submitting up to 40 Resolver forms for my wife's passed financial transgressions. She's a bit last minute :doh:

One of the many various credit cards and mortgages we submitted was a Northern Rock mortgage.

Yesterday we received a letter from NRAM saying "At the time you held your mortgage with us you incurred additional costs and fees on at least one occasion. In line with T&Cs when we charge a cost or fee to your account we should give you 14 days notice to pay it before we start to charge interest on it. We have identified instances where we did not give you 14 days notice before we started charging interest. We apologise for this error."

It goes on to say this comes to £1.48 and also £1.93 compensation which is 8% simple interest on the fee.

So they're sending my wife a cheque for £3.41 lol.

Now my question to you helpful people is: Is this a coincidence that they are sending this after just a week since we submitted a PPI claim to them? It seems really fishy. And if so is this their attempt to confuse me or sweep any hidden PPI under the carpet?

How would you suddenly notice, in the middle of what is surely a hellishly busy time dealing with all the other last minute PPI claims, a small insignificant figure and issue like this?

Thanks for any replies. Im trying to work out whether I should follow up on this and how....

[Deleted User]

lem0nhead wrote: »

Is this a coincidence that they are sending this after just a week since we submitted a PPI claim to them? It seems really fishy. And if so is this their attempt to confuse me or sweep any hidden PPI under the carpet?

The investigation of a PPI complaint can indeed reveal other faults. However, no one here can say for certain whether that was the case in this instance or not.

lem0nhead wrote: »

Im trying to work out whether I should follow up on this and how....

You should "follow this up" by enjoying your redress.;)
A response to your PPI complaint will be along shortly under separate cover (as long as it was actually received, of course, Resolver was shown to be very unreliable in the final weeks before the deadline)

lem0nhead

Thank you for your help.

And yes Resolver was driving me mad towards the end failing to load but I did ensure that I got the confirmation page that the claim was sent and I got the relevant email acknowledging it too

[Deleted User]

lem0nhead wrote: »

I did ensure that I got the confirmation page that the claim was sent and I got the relevant email acknowledging it too

That has no bearing on whether your complaint was received by the intended recipient. Read here:
https://forums.moneysavingexpert.com/discussion/6044335/no-responses-so-is-that-it-then

SonOf

Yesterday we received a letter from NRAM saying "At the time you held your mortgage with us you incurred additional costs and fees on at least one occasion. In line with T&Cs when we charge a cost or fee to your account we should give you 14 days notice to pay it before we start to charge interest on it. We have identified instances where we did not give you 14 days notice before we started charging interest. We apologise for this error."

It goes on to say this comes to £1.48 and also £1.93 compensation which is 8% simple interest on the fee.

So they're sending my wife a cheque for £3.41 lol.

This is a coincidence and has nothing to do with PPI complaints. NRAM have doing a review of mortgages during a defined period as required by the FCA after they found some people were not charged interest correctly. Most people are just getting a few pounds and the letters have been going out in stages over the last few weeks.

You would have got this letter had you complained about PPI or not.

lem0nhead

SonOf wrote: »

This is a coincidence and has nothing to do with PPI complaints. NRAM have doing a review of mortgages during a defined period as required by the FCA after they found some people were not charged interest correctly. Most people are just getting a few pounds and the letters have been going out in stages over the last few weeks.

You would have got this letter had you complained about PPI or not.

Thank you for this.

Moneyineptitude wrote: »

That has no bearing on whether your complaint was received by the intended recipient. Read here:

Ahh damn. That could be a big problem! I hope it's just as some of the people in that thread were saying, that it will take a while to process the back log :S

[Deleted User]

lem0nhead wrote: »

is this their attempt to confuse me or sweep any hidden PPI under the carpet?

There is no "hidden" PPI. You either had the insurance clearly itemised on the documentation you signed, or you didn't have PPI on your mortgage. Any PPI should also have been paid as a separate payment each month.

So, aside from any Resolver issues you may now encounter, did you actually have any PPI? Was your "complaint" simply speculative?

lem0nhead

Maybe hidden wasn't the right word. What I meant is were they attempting deceit/sleight of hand/distraction to mask actual PPI. i.e. were they fobbing me off.

Some were speculative I think (as I mentioned it was my wife's finances going back to a teenager long before I met her but she kept a lot of records as shes OCD about paperwork. These were mostly bank statements not necessarily signed agreements) I just helped her fill in the forms. We definitely found an 800 pound "protection insurance" line on a Halifax mortgage which definitely reeked of PPI but considering the claims happened over a period of about 25 years it was hard for her to recall exactly each one.

[Deleted User]

lem0nhead wrote: »

We definitely found an 800 pound "protection insurance" line on a Halifax mortgage which definitely reeked of PPI

It either was PPI or it wasn't.

"Protection Insurance" could be life or critical illness cover or even Mortgage Indemnity Guarantee (MIG).

lem0nhead wrote: »

the claims happened over a period of about 25 years it was hard for her to recall exactly each one.

Difficult to see you making a compelling case for refund in that instance then. In what way did you attempt to show the insurance was mis-sold to her?

lem0nhead

I think at this point its worth pointing out I'm just the messenger so I cant really answer. She asked for help submitting the claims so I filled in the resolver forms based on the info she told me. I guess they were all speculative based on the degree of clarity you are expecting from me.

I have no idea how compelling you do or dont need to be in these circumstances, its a pretty unique event to happen and seeing as I've never had PPI 100% it's not something you can reasonably be expected to know much about.

Nothing ventured nothing gained. If we dont know that 800 was or wasnt PPI for example what does it matter for submitting the claim? Isnt that the point to see if you were missold it? My wife said she never needed it as her parents would have helped her out financially and that she never knowingly wanted to take out PPI based on its definition. She also was never told it could be purchased from other suppliers. Those are the types of things I was dictated when filling in the forms.

SonOf

My wife said she never needed it as her parents would have helped her out financially

That rarely works with the FOS.

and that she never knowingly wanted to take out PPI based on its definition.

That rarely works with MPPI. Assuming it is MPPI and not the vastly more common life assurance that people take with mortgages.

She also was never told it could be purchased from other suppliers.

That is not a missale reason. It is not a requirement to say that.