Resolver PPI Claim - Mistake. Can I change it/

vincy

Hello All

I filed a complaint using Resolver, left it to the very last minute before the deadline and sent it off. The time has passed where I can escalate to the omnisbund, but I noticed that the field which says

"What you originally asked Natwest to do to resolve your issue:"

I have entered the below
I wasn't told about significant exclusions, and wasn't told I could buy PPI from another provider


My fault. Bit disappointed in myself for leaving to the last minute and rushing it. It is a genuine claim. I plan to escalate anyway, but was wondering if there is a way to add additional text to support my claim? in fact there are more fields to fill in such as how did Natwest respond, and a further details box I could use. Just mindful, that Natwest might say I haven't told them what I would like them to do.

Any advice? I haven't been contacted by the bank

Just add the missing information to the other fields, and complain to the omnisbund?
Contact Natwest to ask them about my claim?

[Deleted User]

I would contact them direct. There's a good chance that they never received it via Resolver, which means you're out of time.

You may as well check that before wasting more time.

If your complaint is still live, take out the bit about not being told you could buy it elsewhere. Retailers don't need to tell you where you could buy similar products.

You won't be out of time for the Ombudsman if you haven't had a final response.

Nearlyold

Contact NatWest to see if they have actually received your complaint.

It's not clear which form you have incorrectly completed, is it within the original complaint you sent to NatWest or in the referral to FOS (which you don't seem to have sent yet).

I'm guessing you are thinking of referring the complaint to FOS because NatWest have not responded within 8 weeks, FOS will not do anything at the moment as they are well aware of the huge backlog of complaints at the banks due to all the last minute complaints.

BTW - there was never a requirement for the banks to tell you that you could buy PPI elsewhere and the non explanation of "Significant Exclusions" is only really relevant if this would have impacted your ability to make a claim on the insurance.

vincy

Hello, thanks for the info people.

To clarify, this is correct. I'm guessing you are thinking of referring the complaint to FOS because NatWest have not responded within 8 weeks,
I lodged my complaint, have a case number, but as you say, there is no guarantee they received it through resolver. I should have done this years ago tbh.

I will make contact with Natwest to see if they have received my complaint. I also better take on board your advice on what to include in my complaint.

Thanks for your help. I may be back with an update.

[Deleted User]

vincy wrote: »

I will make contact with Natwest to see if they have received my complaint.

If they haven't received it, a "case number" from third party Resolver will be useless and you'll be well out of time.

Sorry.

brettcta

What I’ve advised our customers to do in this situation recently is to download and print off/email in the case pack as it contains the dates you submitted it. I’ve successfully argued with senior management that they should be accepted as ‘exceptional circumstances’ as it’s clear a complaint was made in good faith prior to the deadline but due to the failure of a third party it was never received.

That said, I don’t work for Natwest so they might not be so forgiving.