Ombudsman confusion

Ladyinwaiting

Hi

I sent off a complaint to my bank, complete with loan statement showing amount borrowed and ppi paid. Bank statements showing payments made. Loan was drawn down in 1996.

The bank responded and said they didn’t have any of the paperwork and didn’t know my loan amount or ppi !

I sent all the paperwork back again but got the same response!

I forwarded everything to the FOS who proceeded to contact the bank for my case file. The bank have Now asked the FOS for a copy of the loan statement.

Any one have any experience of why the bank would want yet another copy of documents already sent in to them in May 19?

Thanks

SonOf

Any one have any experience of why the bank would want yet another copy of documents already sent in to them in May 19?

Maybe the original documents became dislodged from your file or the scans were not attached.

A lot of the banks have contracted out the work for PPI complaints and the info gets passed to them. Sometimes the full info doesnt get passed over or someone makes a mistake.

Its impossible for us to know what your reason may be.

[Deleted User]

Ladyinwaiting wrote: »

Any one have any experience of why the bank would want yet another copy of documents already sent in to them in May 19?

Clearly they haven't held on to any documents you sent, they may even have forwarded them to the Ombudsman. Remember that your complaint was rejected, so they have no reason to file any documents you sent...

Ladyinwaiting

Moneyineptitude wrote: »

Clearly they haven't held on to any documents you sent, they may even have forwarded them to the Ombudsman. Remember that your complaint was rejected, so they have no reason to file any documents you sent...

Hi. My complaint was rejected as they didn’t have historic info but I sent mine into them.

Now, I have referred the case to the FOS, they are asking for evidence that I had already sent into them!

Bizarre

[Deleted User]

Ladyinwaiting wrote: »

Hi. My complaint was rejected as they didn’t have historic info but I sent mine into them.

Now, I have referred the case to the FOS, they are asking for evidence that I had already sent into them!

Usually, any complaint investigation will reference the complainant's own documentary evidence if the Bank no longer has any.
In this case, only the Bank can explain why they do not have this evidence. Did you send it along with the original complaint by post?

Ladyinwaiting

Moneyineptitude wrote: »

Usually, any complaint investigation will reference the complainant's own documentary evidence if the Bank no longer has any.
In this case, only the Bank can explain why they do not have this evidence. Did you send it along with the original complaint by post?

Yep I sent it in with complaint form.

When the FOS asked my bank for their case file - the bank replied to the FOS that they wanted a copy of my ( already sent) evidence.

I am hoping that the team the FOS are dealing with are different from the team that didn’t uphold my complaint and having asked for the evidence, they review it.

Do the bank ever just agree to make an offer at this stage to avoid the FOS fee?

Thanks for your help

[Deleted User]

Ladyinwaiting wrote: »

Do the bank ever just agree to make an offer at this stage to avoid the FOS fee?

Depends how much money is involved.
If it is simply a mistake on their part, the Bank will certainly be allowed to consider your complaint in the normal way without paying the FOS fee.

Are you certain your documentation shows you having actually paid PPI? The original Agreement can show PPI being added, but it's possible to cancel the policy during the cooling off period. Does the Bank's rejection letter state that they have no records of your finance at all or only of PPI?

Ladyinwaiting

Moneyineptitude wrote: »

Depends how much money is involved.
If it is simply a mistake on their part, the Bank will certainly be allowed to consider your complaint in the normal way without paying the FOS fee.

Are you certain your documentation shows you having actually paid PPI? The original Agreement can show PPI being added, but it's possible to cancel the policy during the cooling off period. Does the Bank's rejection letter state that they have no records of your finance at all or only of PPI?

Hi. The ppi paid was £550 odds.
I have loan statements showing the amount drawn down and ppi deducted.

Then all my bank statements showing 36 months of payments

Their rejection letter said no evidence of ppi yet I have the loan statement with single premium ppi deducted at inception of loan.

I’m hoping someone in the bank realise they haven’t looked at my evidence properly and change their mind now the FOS are involved.

Thanks for your help.

[Deleted User]

Ladyinwaiting wrote: »

Their rejection letter said no evidence of ppi yet I have the loan statement with single premium ppi deducted at inception of loan.

As I said, it's therefore possible that the PPI was cancelled during the "cooling off" period with no PPI being paid. This would explain why the Bank have rejected your complaint.

Does the repayment shown on each of the monthly statements match that on the Agreement?


Do remember also that simply having PPI does not generate an automatic refund. Single premium was a good reason to complain, but it's still not a cast iron uphold.