RBS PPI claim

susieflinders

I made a complaint just before the deadline last year regarding PPI I paid on a Natwest credit card. I have just received a response from RBS by post, telling me they have found no evidence that PPI was sold. Trouble is, they have mistakenly investigated my two Natwest bank accounts, and not my credit card. I have rechecked my original claim on Resolver and it clearly states it was a credit card and gives the correct account number so this is the mistake of the RBS investigators.
What is the best course of action? The letter advises me to contact the Financial Ombudsman if I have any further complaints. Is this the way to go or should I try to contact RBS about it first?

[Deleted User]

susieflinders said: they have mistakenly investigated my two Natwest bank accounts, and not my credit card. I have rechecked my original claim on Resolver and it clearly states it was a credit card and gives the correct account number so this is the mistake of the RBS investigators.

Nothing to stop you asking the Bank to clarify if they've checked your whole account history including your credit card. 

But do you actually know if you had any PPI on your credit card? 

The credit card would have been linked to your current  account and PPI checks should  have therefore been carried out across your entire financial record. 

If you have compelling documentary evidence that you paid PPI (statements in other words), then you should challenge the Bank by sending copies of these. If you have no such evidence then going to FOS won't somehow   make the Bank produce evidence they've said doesn't exist. 

dunstonh

Banks have been automatically checking all accounts held. So, that is why they picked up the bank accounts.   

What is the best course of action? 

Go back to them and say that you can see they have responded on the bank accounts but there is no mention of the credit card that you did have PPI on.

It is possible that they are still looking into that and the complaint got split between the group companies.

susieflinders

It is possible that they are still looking into that and the complaint got split between the group companies.

I hadn’t thought of that, thanks. I will give it another couple of weeks perhaps to see if I hear any more from them before I get in contact. It may be taking longer to investigate than the bank accounts that had no PPI on them of course. 

I am absolutely certain that I had PPI on the credit card, and I paid it monthly for years until I realised what the charge was and that it wasn’t mandatory! I then cancelled it. I have evidence in the form of statements which I can easily dig out should I need to. 

[Deleted User]

susieflinders said:I will give it another couple of weeks perhaps to see if I hear any more from them before I get in contact. It may be taking longer to investigate than the bank accounts that had no PPI on them of course.  I have evidence in the form of statements which I can easily dig out should I need to. 

Even if they are "investigating" your complaint, they should still have sent an acknowledgement of this by now. I'd dig out the statements and be prepared to send them copies if I were you. Don't leave it "weeks".