Nationwide PPI Claim - no record of claim - what to do next? 11 February 2020 at 1:55PM in Reclaim PPI & other insurance 3 replies 91 views

seville_2003

Hello
I'm needing some help regarding a PPI claim I made to Nationwide just before the deadline.
I lost my Dad last July and in going through his documents and reading on this website I found out it was possible to claim back any PPI he had. I had been caring for my Dad on my own and had a lot to do the month after he passed but the days before/day of the deadline I sent off PPI claims to Blackhorse, Nationwide and his mortgage provider in the earlier 2000's. I heard back from Blackhorse last month and received a payout, but nothing from the other two.

I am certain I completed an online form on the Nationwide website to claim his PPI back, but I have checked all my emails and have no sort of confirmation from them and never received any letters from them.(I filled in an online form with blackhorse also and they did not send me an email confirmation, but they did write to me within a month).
I called Nationwide yesterday and they have been helpful but have said they can't find any record of a PPI claim having searched, but they confirmed my Dad did have PPI on a loan.
The lady I spoke to has asked me to continue searching my emails and she will continue searching at her end. As I say I am certain I sent off this claim, I was sat with my Dads Nationwide documents in front of me and sent claims to Nationwide and Blackhorse.

I really want to know what I can do in this situation next? Has anyone had any problems after sending a claim of a bank losing it or the systems crashing (which I read on the site) and if so what is the best course of action to take.

Do you think Nationwide will still consider the claim? I also read that you can still claim under exceptional circumstances, those being that I was the full time carer for my Dad up until July and dealing with his passing in the months after it, but despite this I am still certain I made a claim so it must be something that's went wrong at Nationwides side.

Any help would be much appreciated, thank you!

SonOf

I really want to know what I can do in this situation next? Has anyone had any problems after sending a claim of a bank losing it or the systems crashing (which I read on the site) and if so what is the best course of action to take.
Banks acknowledge the complaint in writing within days of it being made. They explain the process and the FOS and give a summary of the complaint.      So, if you never got that, it indicates that it was never received.

Do you think Nationwide will still consider the claim? I also read that you can still claim under exceptional circumstances, those being that I was the full time carer for my Dad up until July and dealing with his passing in the months after it, but despite this I am still certain I made a claim so it must be something that's went wrong at Nationwides side.
You are reliant on the goodwill of Nationwide.  You certainly cannot assume that something went wrong at their end.  Especially as you have had no acknowledgement or record of a complaint ever being made.

seville_2003

Thank you, 
They are going to check if I can claim under exceptional circumstances. 

Does anyone have any experience of applying after the deadline and success? 

[Deleted User]

seville_2003 said:

Does anyone have any experience of applying after the deadline and success? 

It really doesn't matter if others have had success with "exceptional circumstance" unless the exact same circumstances applied. 

Unfortunately, your circumstance appears to be that you think you may have sent a complaint before the deadline but there is no evidence of this from either side. 

This is clearly NOT an "exceptional circumstance" I'm afraid. 

So, as before, you are totally reliant on a goodwill gesture from Nationwide and if they refuse to accept  your complaint you will have no recourse to the Ombudsman as you will be time-barred.  

Do note that, even if the Bank were to  decide to consider your concerns,  there are still no guarantees you would  be successful...