HSBC 32 week delay mortgage PPI claim - advice please

disneydad

Hi all,

I have had a few letters now from HSBC saying they are looking into our case and that due to the volume of complaints it was taking longer than hoped etc etc. This claim had been originally bounced by them but it was mortgage payment protection insurance they basically forced us to take if we wanted our mortgage at the time along with a raft of unnecessary policies, we were young, naive and wanted our first house. The payments continued for years, when I already had a sickness insurance policy with work. Anyway, they refused last time on basis we’d signed the forms accepting the terms as explained etc. I disagreed and filed again just before the deadline stating we were forced and had cover already. They have now sent a most recent letter saying it could be another 20 weeks before they get back to us with a decision. They of course inform me of my statutory rights re ombudsman etc. But just wondered what others think I should do? Would you elevate it to ombudsman even though they say they looking into it. I’m in two minds as they had refused before and may just he messing me about, the previous refusal seemed baseless in my opinion as we were told to sign up to it. Are others being told it could take 20 more weeks after having waited 10-12 weeks already?

Any view points appreciated. I don’t want to cause undue hassle for them if they likely are looking into it and also if the ombudsman is also overwhelmed with the claims since deadline.

Thanks guys DisneyDad

The_squirrell

It is best to wait for the reply from HSBC. Simple as that. Its hard for FOS to make any kind of call on a decision that has not been reached and going straight to them is only likely to delay everything further.

Nearlyold

Anyway, they refused last time on basis we’d signed the forms accepting the terms as explained etc. I disagreed and filed again just before the deadline stating we were forced and had cover already.

How long ago did HSBC refuse your original complaint? If more than 6 months ago it's likely your complaint is over. You needed to refer your complaint to the Financial Ombudsman within 6 months of receiving the original Final Response from HSBC.

Once HSBC get round to looking at your "filed again" complaint and realise you have already complained previously they will most likely refer you back to their original Final Response.

I suppose there is a chance they might not realise you complained previously or they might possibly review their original decision if it appears to be flawed - but the chances are low.

SonOf

I disagreed and filed again just before the deadline stating we were forced and had cover already.

The deadline was irrelevant to you and you have not filed a new complaint. You have effectively asked them to look at it again and when they get around to it they may decide that you have added no new information and the decision is unchanged.

You have 6 months from the complaint rejection to refer it to the FOS if you disagree. After 6 months is up, if you havent referrred it, then your complaint is over.

They have now sent a most recent letter saying it could be another 20 weeks before they get back to us with a decision. They of course inform me of my statutory rights re ombudsman etc.

It sounds like, that at this stage, no-one has looked at it and they have not seen your earlier complaint. Once they do, they will revoke your access to the FOS unless the original decision was less than 6 months ago.

Would you elevate it to ombudsman even though they say they looking into it.

If your original complaint was less than 6 months ago, then yes you should ASAP. However, if it was more than 6 months ago, then you out of time.

I’m in two minds as they had refused before and may just he messing me about,

They are not messing you about. They haven't even looked at it yet and have just sent you what is required under regulations.

the previous refusal seemed baseless in my opinion as we were told to sign up to it.

Not necessarily. Most people take out insurances to protect their mortgage. You are complaining that it should be the opposite. Most MPPI complaints fail at the FOS and that includes where the employer offers 12 months sick pay. Past FOS decisions indicate that as long as the MPPI pays out in addition to employer sick pay, the FOS will reject on that particular point.

disneydad

Thank you all very much indeed for taking the time to reply. I’ve been dealing with cancer treatment etc so haven’t kept my eye on the ball. Looks like I have missed the opportunity to escalate and given the feedback you guys have kindly provided it looks as though I wouldn’t had huge chances at appeal anyhow. Just seems so wrong that I was paying out thousands for something we had said we didn’t want but they forced upon us, to me it wasn’t so much missold as We told them we didn’t need it but tied to our mortgage finance. But hey such is life. It’s unfortunate but not the end of the world. I’ll just wait to see what if anything they come back with. Thanks again for taking time to reply so helpfully.