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  • FIRST POST
    • molly57.
    • By molly57. 30th May 19, 6:50 PM
    • 153Posts
    • 212Thanks
    molly57.
    PPI claim not being dealt with correctly.
    • #1
    • 30th May 19, 6:50 PM
    PPI claim not being dealt with correctly. 30th May 19 at 6:50 PM
    Good Evening
    Before I begin I apologise in advance if this on the wrong form or has been answered before. I have had a quick scan through and there are thousands of posts on here and I am not sure which thread to attach this too.

    Let me explain and then my query can hopefully be answered or I can be directed to the correct place to get the answers.

    In the 1990's 2000's I had lots of credit cards and catalogue accounts. Some had PPI some did not but as it was so long ago and I no longer have any paperwork or details I cannot remember which ones did or didn't.

    I have also left it a bit last minute. I am working my way through the alphabetical list on the FCA website and submitted three online claims at the beginning of May for catalogues I had. All these claims have gone through the "Littlewoods" claim form and appear to all be dealt with by "Shop Direct Finance Company Limited" which I will refer to as SDFCL from now on.

    I received one letter from SDFCL on Saturday 25th May which was dated 17th May. This letter said they could not find any evidence of me having PPI, made no mention of the three named catalogues I had submitted complaints for, but also provided me with a selection of statements belonging to entirely different catalogues I did have but have yet to put in a claim for, and also a statement belonging to another person!!!


    I telephoned SDFCL on Tuesday 28th May, explained to the person what had happened. This person actually said the team who deal with this had not investigated my original complaints, given me the wrong information including someone else's. The person said the team would call me back.

    To date I have had no telephone call. I did today receive three letters from SDFCL dated 24th May, which is before I pointed out their errors, giving me a different reference number to quote but referring to three wrong accounts in my first letter including the other person's catalogue account.

    I expected a response saying this, this and this catalogue did/didn't have PPI and the same response for my future claims. Some of the statement evidence provided shows nil balances, nil transactions and nil payments so obviously would not have attracted PPI.

    What do I do now? Do I wait for a telephone call that may never come? Make another telephone call to SDFCL and possible get the same false promise of a call back? Can I contact the SDFCL team that deals with PPI claims direct and ask them to explain their errors? If so who do I contact and does anyone know the direct email address or telephone number to call? How do I know I'm not going to go around in circles getting know where whichever avenue I take? On my letters I have only been provided with telephone number 0344 811 8515 which is the general number? Or do I contact the FCA or FSA?

    I have only just started this process, time is running out (my fault for leaving it so late to claim) and this does not bode well. How do I know I'm not going to go around in circles getting know where whichever avenue I take?

    Regards
Page 1
    • Moneyineptitude
    • By Moneyineptitude 30th May 19, 7:04 PM
    • 24,031 Posts
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    Moneyineptitude
    • #2
    • 30th May 19, 7:04 PM
    • #2
    • 30th May 19, 7:04 PM
    Contacting the FCA will be futile as they do not accept individual complaints. Contacting the Food Standards Agency will not help either.

    Simply chase the financial institution you originally wrote to...

    If you get no joy, you can refer your complaint (after eight weeks) to the Financial Ombudsman Service(FOS)
    • molly57.
    • By molly57. 30th May 19, 9:15 PM
    • 153 Posts
    • 212 Thanks
    molly57.
    • #3
    • 30th May 19, 9:15 PM
    • #3
    • 30th May 19, 9:15 PM
    Thank you for your reply. Apologies for the typing error. I thought FSA stood for Financial Services Authority. What I meant was the Financial Conduct Authority (FCA) or Financial Ombudsman Service (FOS).


    I know it is my fault for waiting to last minute to claim ( which is for my own reasons) but if I wait eight weeks then we are going to be almost at the August deadline. Now that I have started the ball rolling on these claims does this mean I am in the system so to speak and the deadline of 29th August 2019 is for initial claims?
    • zx81
    • By zx81 30th May 19, 9:18 PM
    • 22,985 Posts
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    zx81
    • #4
    • 30th May 19, 9:18 PM
    • #4
    • 30th May 19, 9:18 PM
    You've beaten the deadline - nothing to worry about.
    • Bermonia
    • By Bermonia 30th May 19, 11:32 PM
    • 701 Posts
    • 543 Thanks
    Bermonia
    • #5
    • 30th May 19, 11:32 PM
    • #5
    • 30th May 19, 11:32 PM
    The deadline is to make a complaint by, NOT be resolved by... as such you are covered.

    Chase them, if no response after 8 weeks contact FOS
    • molly57.
    • By molly57. 31st May 19, 5:34 AM
    • 153 Posts
    • 212 Thanks
    molly57.
    • #6
    • 31st May 19, 5:34 AM
    • #6
    • 31st May 19, 5:34 AM
    Good Morning
    Thank you for your replies.

    As I put these 3 complaints in online to save my time, without checking to see if I did have PPI with the companies first. Would it be worth trying to telephone them first? If I can find freephone numbers that would be helpful or else it is going to cost a fortune. Most of my accounts only had small balances on them so if there was any PPI then the amount I will get back will be minimal I think.


    Regards
    • zx81
    • By zx81 31st May 19, 5:56 AM
    • 22,985 Posts
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    zx81
    • #7
    • 31st May 19, 5:56 AM
    • #7
    • 31st May 19, 5:56 AM
    What was the nature of your complaint? Seems odd to complain about being mis sold something you may not have been sold!
    • molly57.
    • By molly57. 31st May 19, 6:54 AM
    • 153 Posts
    • 212 Thanks
    molly57.
    • #8
    • 31st May 19, 6:54 AM
    • #8
    • 31st May 19, 6:54 AM
    As stated in my original post I cannot remember exactly which ones I had PPI with as the earliest could be nearly 30 years ago. Due to severe health problems at present which is my concern alone I though It would be easier to put in the complaints and then the companies could advise me accordingly. I didn't expect to receive information on other accounts and even another person's account which may be a breach of Data Protection as I can now know their name, address, account number, transactions, cashback options and the level of debt they were in.

    At the time of me holding my accounts I was unemployed, on benefits and raising my children alone so therefore I would never have agreed to add extra payments to my monthly account balance. Therefore I believe I was mis sold somehow but again my memory of actually what fully happened on each individual account is vague.


    There a saying that is appropriate "If you don't ask you don't get"
    • -taff
    • By -taff 31st May 19, 7:12 AM
    • 10,218 Posts
    • 13,884 Thanks
    -taff
    • #9
    • 31st May 19, 7:12 AM
    • #9
    • 31st May 19, 7:12 AM
    Send them a letter


    Dear Shop Direct



    I am complaining about PPI attached to my catalogue accounts [list them]
    Please can you investigate.


    Be aware, after 30 years, there's probably no info left.
    • molly57.
    • By molly57. 31st May 19, 7:59 AM
    • 153 Posts
    • 212 Thanks
    molly57.
    Thank you I think I will send them a letter but I will try and get some free phone numbers to see if I can speak to someone as well. I do appreciate that after such a long time there may be be no information left to find but as I said All I want is for them to tell me so and not give me information on the wrong accounts and other people's account. Should I contact that other person and tell them I now hold their information?
    • Nasqueron
    • By Nasqueron 31st May 19, 8:55 AM
    • 7,603 Posts
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    Nasqueron
    Raise a complaint to the ICO if you were sent someone else's data
    • Moneyineptitude
    • By Moneyineptitude 31st May 19, 10:07 AM
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    Moneyineptitude
    If I can find freephone numbers that would be helpful or else it is going to cost a fortune.
    Originally posted by molly57.
    Banks are not allowed to have Premium rate numbers, so it won't cost a fortune at all. If money is tight use a landline.
    Most of my accounts only had small balances on them so if there was any PPI then the amount I will get back will be minimal I think.
    Originally posted by molly57.
    Not much point spending any money now then. Write to them or use an E-Mail contact form on the bank's website...

    Return the wrong information from another's account to the Bank. Up to you whether you actually contact the other party...
    • molly57.
    • By molly57. 31st May 19, 12:15 PM
    • 153 Posts
    • 212 Thanks
    molly57.
    I have now spoken to Shop Direct on the phone and hopefully got this resolved for now. The person I spoke to admitted my 3 complaints had not been dealt with correctly and the correct procedures had not been followed. They don't normally write to you unless they have investigated and established whether you had PPI or not. So my 3 complaints have been submitted again and will hopefully follow the correct process this time.

    The reason I was sent the other person's account details is because over time they do re-use account numbers. The other person and myself have the same account number and it is not clear why I was not sent my own details.

    So it's a case of wait and see what happens now.

    Thank you all for your input.
    • Moneyineptitude
    • By Moneyineptitude 1st Jun 19, 7:44 AM
    • 24,031 Posts
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    Moneyineptitude
    I spoke to admitted my 3 complaints had not been dealt with correctly and the correct procedures had not been followed. They don't normally write to you unless they have investigated and established whether you had PPI or not. So my 3 complaints have been submitted again....
    Originally posted by molly57.
    Why didn't you simply ask them if those accounts had any PPI?

    It would have been a whole lot quicker and any subsequent complaint would have been far more compelling...

    As it is, you've now basically "complained" (again) about something you may not even have had! What was your complaint reason?
    • molly57.
    • By molly57. 1st Jun 19, 2:12 PM
    • 153 Posts
    • 212 Thanks
    molly57.
    Thank you Moneyineptitude. I did explain my reason for complaining in my post on 31st May timed 06.54am. The reason I took a short cut and went straight for a complaint is because I have cancer and am going through chemotherapy at present and this was the easiest option for me or so I thought.
    • Moneyineptitude
    • By Moneyineptitude 1st Jun 19, 7:47 PM
    • 24,031 Posts
    • 13,435 Thanks
    Moneyineptitude
    I did explain my reason for complaining in my post on 31st May timed 06.54am.
    Originally posted by molly57.
    Yes, but you'll have egg all over your face if it turns out you didn't actually have any PPI. By the way, it's a common misconception (spread by claim companies) that PPI was routinely added without the knowledge and permission of the customer.

    Even if it was somehow added, why didn't you query/ cancel it when you saw it on every monthly statement?
    The reason I took a short cut and went straight for a complaint is because I have cancer and am going through chemotherapy at present and this was the easiest option for me or so I thought.
    Originally posted by molly57.
    Well you'll now have to wait a further eight weeks while they check if you actually had any PPI. If you'd simply asked the question (this time or last time) you would have known immediately if a complaint was warranted.

    Sorry about your health.
    • molly57.
    • By molly57. 2nd Jun 19, 6:17 AM
    • 153 Posts
    • 212 Thanks
    molly57.
    This forum/thread is here to help people and give them advice and guidance. It is not here for other users to try and make people justify why they did or didn't do something. None of us are perfect and that is why we ask for help.
    • Moneyineptitude
    • By Moneyineptitude 2nd Jun 19, 8:20 AM
    • 24,031 Posts
    • 13,435 Thanks
    Moneyineptitude
    This forum/thread is here to help people and give them advice and guidance. It is not here for other users to try and make people justify why they did or didn't do something. None of us are perfect and that is why we ask for help.
    Originally posted by molly57.
    You are free to do as you like, just as I am free to give my opinion on what is a discussion forum. You are not required to "justify" anything.

    If you find my post unhelpful simply ignore it.

    Your errors, and my criticism of them, will surely help others not to make the same mistakes?
    • Nasqueron
    • By Nasqueron 2nd Jun 19, 11:43 AM
    • 7,603 Posts
    • 4,835 Thanks
    Nasqueron
    This forum/thread is here to help people and give them advice and guidance. It is not here for other users to try and make people justify why they did or didn't do something. None of us are perfect and that is why we ask for help.
    Originally posted by molly57.

    The forum IS giving you advice. Sending in a complaint about miss-selling PPI when you didn't have it does serious harm to your credibility, it makes you look like a chancer / liar and so if you did have it on a different product with the bank, they are likely to think perhaps you're making up the other parts of your complaint.

    Establish you had it (ring up or fill in the form that most banks have on their website)
    If you did, consider your complaint reasons
    Complain
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