Santander ppi claim out of time

spaniels_rule

Hi
I put in a claim for ppi to Santander of behalf of my dad in August 4th 2019,  for 2 credit cards, We complained on the Santander ppi page on their website, a questionnaire, they took a while to get back to us and eventually did saying that they couldn't look at my dads claim as it it was past the deadline of 29th August we are going backwards and forwards with them for months, then I decided to go through the Ombudsman,  who has been great, but the last email I had from her 2 weeks ago was that Santander have said that the ppi complaints were not put in until January 2020! which was past the deadline so they can't look at them, nor can the Ombudsman unless we have proof.
I'm stunned that they've said the complaint was put in 6 months after the deadline, it's a complete lie! Now a year and a half on what do we do now, could I email the CEO, also would an sar help? I appreciate some fresh eyes on this , as I'm just going round in circles 
Thanks for reading 

[Deleted User]

Provide your proof e.g. your email confirmation from them of complaint being registered, screen print of the case creation website, proof of posting from the PO if you sent a letter to chase them, proof of date of emails of email chasing etc

dunstonh

I'm stunned that they've said the complaint was put in 6 months after the deadline, it's a complete lie!

Santander are unlikely be telling lies.  There is the possibility of a mistake but that is not telling lies.

When you raise a complaint, the firm must respond in writing confirming receipt of your complaint and a summary of what they believe your complaint to be.  Typically, you get this within a week of you making the complaint.     What date is that letter?

If you submitted using the webpage, they usually send an email confirmation too.

Do you have any email chasers in that period?

Now a year and a half on what do we do now, could I email the CEO,

Who wont see it as there will be someone intercepting mail and passing it to the correct place.

 also would an sar help?

Possibly.  It would show any records they hold on your dad.  That could include any complaint references and dates.