Debenhams Store Card PPi, already rejected by Santander

[Liz]

Hi
I'm new to the forum so please feel free to direct me to the correct place!

I have received a rejection letter from Santander regarding my Debenhams Store Card PPI. They say I opened the card instore on 19 October 1994 and that the PPI cover was taken out over the phone on 23 June 1995 (I don't recall receiving the call, I certainly would not have instigated it. Neither do I recall receiving or signing any documentation). The PPI was cancelled on 7 Feb 1998 according to the letter from Santander and I think the store card was closed in 2001. I have received a detailed rejection letter and the summary states that the evidence suggests I was made aware of the main terms and conditions, including exclusion and I could have cancelled within 30 days. I guess this is standard and wondered if there is anything else I can do? They have referred me to the FAL but I haven't contacted them as yet. Any help most appreciated!

[TibetanMonk]

Re: Debenhams Store Card PPi, already rejected by Santander

Hi Liz and Welcome.

This is the right place and someone will be along to help you shortly. Hope you get it sorted!

TibetanMonk

[IF]

Re: Debenhams Store Card PPi, already rejected by Santander

Hi Liz and welcome from me too, I've just PM'd Di our specialist to look at your post.

[Never-In-Doubt]

Re: Debenhams Store Card PPi, already rejected by Santander

Were you eligible? Try & think back and look at typical exclusions that may have excluded your eligibility for cover, ie not working / pre condition (illness) etc.

[Liz]

Re: Debenhams Store Card PPi, already rejected by Santander

Were you eligible? Try & think back and look at typical exclusions that may have excluded your eligibility for cover, ie not working / pre condition (illness) etc.

Hi

I did have a pre-existing medical condition. I don't recall being asked the question when I took out the PPI over the phone but neither do I remember taking it out at all! Before I received the rejection letter I received a call out of the blue from Santander asking me a few questions, one of which was about pre-existing medical conditions and I confirmed I had one. In the rejection letter they say' During our telephone conversation you indicated that you had a pre-existing medical condition at the time of sale. The documentation provided covered the specific exclusion or pre-existing medical conditions and I feel that this was sufficient to point out that a pre-existing medical condition would not be covered for sickness and disability claims. However, this was only one aspect of the policy and the other policy benefits would have been available to you'

I was working at the time.

[di30]

Re: Debenhams Store Card PPi, already rejected by Santander

Hi Liz

So sorry for the delay and thank you for the PM IF ;-)

I have been poorly with not a lot of concentration but am almost more with it now lol.

Right, firstly, do not let this one rejection put you off, Santander are always rejecting at first with a reclaiming complaint,but what I would do is write back and tell them to follow the correct procedures provided by the FCA when investigating your complaint, many have said they have not been following the complaints procedures correctly, so have kept at them until they are satisfied with the outcome.
Ask them to provide you with the concrete evidence they have on the phone call, if they have this then they should not be afraid of providing this to you,lets see if they clam up.

Have you the letter you can post up on the thread please (delete personal details etc).....

We can work out further where to take this with the above, x

[Liz]

Re: Debenhams Store Card PPi, already rejected by Santander

Hi Di

Thanks for replying and hope you're feeling better. I've read somewhere that I should request a SAR (I think thats it) letter which should give me the info held by Santander. It costs £10. Would you advise me to?

[Liz]

Re: Debenhams Store Card PPi, already rejected by Santander

Hi Di

I've written to them again today asking for all the info on my account. I'm happy to post the rejection letter received but not sure how to do it! Do i need to scan it first then attache somehow?

Thanks
Liz

[IF]

Re: Debenhams Store Card PPi, already rejected by Santander

Hi Di

I've written to them again today asking for all the info on my account. I'm happy to post the rejection letter received but not sure how to do it! Do i need to scan it first then attache somehow?

Thanks
Liz

Yes scan (making sure all names, account numbers covered over) and save to your desktop, then follow this guide my example if for a picture but does works the same way for attachments too --- > http://forums.all-about-debt.co.uk/s...l=1#post462238

Hope it helps, do post again if stuck.

IF

[di30]

Re: Debenhams Store Card PPi, already rejected by Santander

Hi Liz a lot better thank you x

Yes a SAR will be helpful, have you done this since you posted to ask this? If not let me know and we can guide you to the templates.

It would be interesting to see what they have actually put in your letter and why they rejected it, so I can check against other letters received to others who have had involvement with them, if your having trouble attaching the letter, if you get time can you write down to let us know the reasons of rejection and of course the reasons you given them, so we can work on them too, thanks again x

[Liz]

Re: Debenhams Store Card PPi, already rejected by Santander

Hi
It's been a while.... I now have the SAR information and I'll also attempt to attach the rejection letter. It took a three attempts to get the SAR info and several phone calls. They have sent me a copy of my application form for the store card, completed in the shop on 20/10/94. The PPI 'NO' box is clearly ticked. I also ticked the part-time box (not sure of this is significant?). The rejection letter states the PPI was taken out over the phone on 23/06/1995. The SAR info doesn't include a transcript of the call, the only reference comes within a long list of dates on a separate sheet as follows:
23/06/1995 INSURANCE STATUS TO F
23/06/1995 INSURANCE EFFECTIVE DATE 01/01/0001 TO 23/06/1995
24/06/1995 MANUAL LETTER DEB ISX

There is nothing signed by me, there is a almost illegible copy of the PPI Certificate of Insurance, no date or signatures.
Whilst the SAR application was going on I obtained a letter from my doctor confirming I had a serious pre-existing medical condition at the time the store card was taken out and continuing beyond the date the PPI was added. I have already sent a copy to Santander asking if they would like to reconsider their position but no response so far (thought it was worth a try!)

I'd be very grateful if you could have a look at my rejection letter and advise on the next step. I'm not giving up! (Let me know if you can't read the attachments and I'll try again).

Thanks
Liz

[IF]

Re: Debenhams Store Card PPi, already rejected by Santander

Hi Liz, I've deleted page 1 as Santander's ref no was showing, please could up you attach again.

I've PM'd Di with a link to your thread

Thank you
IF

[SXGuy]

Re: Debenhams Store Card PPi, already rejected by Santander

Di will help you however from what I see your next step is clearly with the ombudsman.

[Liz]

Re: Debenhams Store Card PPi, already rejected by Santander

Thanks! I'll try again

Liz

[Bill-K]

Re: Debenhams Store Card PPi, already rejected by Santander

Hi Liz - You're in good hands with Di looking after you, and the experience of others like SXGuy will all help. If you can get an admission of mis-selling - which seems obvious from the brief read I have had of this - then that would be better than taking it to the FOS. Do try and get that admission, and consider the FOS as the very last resort - as it can take ages for them to adjudicate, and there is no guarantee that they will uphold after all that.

Me - I work on the figures - which is the next stage after getting over the mis-selling admission hurdle. So, when you get to that stage, then I'll be glad to assist if I can, and Di usually lets me know if I can help.

If it's any help right now, though - I can see that you're having trouble 'anonymising' your attachments. I personally prefer to blank out specific dates, as I believe that can 'home in' on your claim. If it helps, I have removed such dates and your surname from the page 1 attachment, and posted it here. If you or 'IF' can use it to replace the one just posted, then please do. I'll let IF know.

EDIT: LOL - I just realised I have clashed somewhat with SXGuy in my opinion as regards going to the FOS. It's just my own opinion, based on a quick 'scan-read' of this thread - and it is humbly offered as such, just to be added to the mix.