PPI not reviewed due to time limits but letter never received

TheLedge

Hi,
I have looked in the threads and there are similar posts about banks refusing PPI reviews because of time limits. 
None of them (as far as I can see) have really answered the question about what happens if you have changed address and not received the letter, which is what has happened 
to us. 
They said we had 3 years to reply but we knew nothing of the letter informing us. 
Should we take this to the Ombudsman and reject the payout of 3 other PPI claims with the same bank or simply ring them in the first instance? 
My partner suffers with terrible anxiety and cannot ring them. Can I ring on her behalf?
I think the loan that they have failed to review will be a large payout. 
Thanks.

dunstonh

None of them (as far as I can see) have really answered the question about what happens if you have changed address and not received the letter, which is what has happened 
We have covered that issue on past threads but finding old posts is not easy.

If you are no longer a customer and you moved house, you are not obliged to tell the company you have moved. if you are a customer you are required to tell them your change of address.

The FOS position is that they will overturn the timebar if you are no longer a customer and it went to an address you were not at. (at the time the letter was sent).   However, if you were still a customer and you had failed to give them the correct address, then they will not overturn the timebar.

Should we take this to the Ombudsman and reject the payout of 3 other PPI claims with the same bank or simply ring them in the first instance? 
You dont need to reject the other three successful complaints.   You can refer this case only to the FOS.

My partner suffers with terrible anxiety and cannot ring them. Can I ring on her behalf?
Do it via the website. there is a form to download and fill it in and send it to them.

TheLedge

Thanks very much