PPI claim partially upheld - what next?

cariocalad

Good afternoon,

Using the excellent guides on MSE, I managed to submit a number of complaints regarding mis-sold PPI.

Most were dead ends, but with HSBC I had two Cardholder Repayment Protector products that were investigated and I received notification last week that one claim has been rejected and one has been upheld.

The first was rejected on the basis that:
- the Policy Document confirmed that I had a period of time which I had the right to cancel
- premiums paid in respect of plan have appeared on statements where there has been an outstanding balance.

The summary was that it was considered that "adequate steps were taken to make you aware that you had PPI on your credit card and to advise you of the main product features".
They then go on to say that they will pay the level of commission that the bank took, amounting to around £500 to ensure they have not "financially disadvantaged" me.

In the case of the second Cardholder Repayment Protector product, the complaint has been fully upheld and they will not respond directly to the issues raised, but will pay £10,500 in full and final settlement of this matter.

Naturally, I am very happy with this but something doesn't feel quite right. I very much suspect that the first product in which the complaint was not upheld, had a higher potential payout and that by combining the £500 settlement with the £10500 on the Payment Instruction as "full and final settlement" to both complaints, they are trying to tempt me with the £500+£10500 carrot to make the other claim go away.

My questions really are:
- does the reasoning given for rejecting the complaint on the first claim sound credible or am I being fobbed off?
- I'm guessing that there is no way of splitting these two claims out and getting the £10500 now and contesting the £500?
- Assuming the above holds true, if I go to the Ombudsman then is there any risk of losing the the £11k (accepting it could be 1-2 years before we see it)?

I hope this all makes sense. I must stress I am happy to have received something and don't want to appear greedy, but also I don't like the feeling that I may have been given short shrift.

Many thanks in advance,
C.

societys_child

I don't see any fob-offery. The've explained why they don't agree you were mis-sold. (Plus you were given documentation explaining your rights to cancel, and the PPI was itemised on every statement.) If you didn't want it, you could have complained at the time.
Remember, there's nothing wrong with having an insurance policy. You don't get a refund simply because you had it.
The ~£500 appears to be a Plevin refund which relates to excess commission and nothing to do with your complaint. Why would you contest it?



It appears they have found something about the way the second policy was sold and have agreed with your complaint.


Enjoy you refund!

cariocalad

Thanks, that is reassuring to hear and sounds reasonable, when coming from an independent viewpoint!

Best I get the paperwork off then!

Thanks again

[Deleted User]

Understand that neither complaint was "partially" upheld.

One was successful and the other completely rejected.

However the rejected complaint was eligible for a Plevin refund of undisclosed commission and that is why you received money (£500) in relation to that account. Your actual PPI complaint failed, so you were fortunate to receive anything at all.

You were hardly "fobbed off" to the tune of £11K:eek:

Well done!

cariocalad

Yep, got it and I’m very happy with the result.

Thanks again