Midland Bank Loan Credit Protection Insurance

[The Tech Clerk]

Re: Midland Bank Loan Credit Protection Insurance

Guys, got an update, and really need some advice on what i should do next.

No letter has arrived, no second letter has arrived.

Telephoned them again today, explained we havent had any letters, the woman on the phone said she can see the claim has been denied but cant give a reason why.

So i want to take this to the FOS, but i have no letters from HSBC outlining the reasons for decline, so i have nothing to argue?

Can i just state the facts to FOS that they have messed us around, and feel they havent taken our points into consideration when dealing with it?

Usual response:- you will get a letter by their very snail mail from Bristol/Salford/coventry or maybe.

As far as FOS is concerned make sure you give them all letters etc and responses and a full story and reasons, and if FOS in their usual response, well wait and see.

[di30]

Re: Midland Bank Loan Credit Protection Insurance

Guys, got an update, and really need some advice on what i should do next.

No letter has arrived, no second letter has arrived.

Telephoned them again today, explained we havent had any letters, the woman on the phone said she can see the claim has been denied but cant give a reason why.

So i want to take this to the FOS, but i have no letters from HSBC outlining the reasons for decline, so i have nothing to argue?

Can i just state the facts to FOS that they have messed us around, and feel they havent taken our points into consideration when dealing with it?

Yes you can still make that complaint to the FOS.
I assume it is a final decision, but you've nothing in writing to confirm this then?
Still complain to the FOS, and make this clear to them, and contact the CEO of the bank/business and raise this matter up with him/her too.

[SXGuy]

Re: Midland Bank Loan Credit Protection Insurance

Thats the thing, i have no letters to include! except for one acknowledging the claim and saying they will respond within 8 weeks, so will just have to include that and state all the hassle ive had since then.

[SXGuy]

Re: Midland Bank Loan Credit Protection Insurance

Yes you can still make that complaint to the FOS.
I assume it is a final decision, but you've nothing in writing to confirm this then?
Still complain to the FOS, and make this clear to them, and contact the CEO of the bank/business and raise this matter up with him/her too.

Thanks Di, ill email the CEO today and tell them im off to the FOS with it and how disgraced i am at their level of service.

I will also have to tell the FOS that ive had no responses other than a phone call to say, its been declined, but dont know why. Its all a right joke.

[The Tech Clerk]

Re: Midland Bank Loan Credit Protection Insurance

Thats the thing, i have no letters to include! except for one acknowledging the claim and saying they will respond within 8 weeks, so will just have to include that and state all the hassle ive had since then.

They will respond with their so called final reply now go to FOS letter, they are very slow in most areas unless it is to their advantage/cover up,.

[di30]

Re: Midland Bank Loan Credit Protection Insurance

Thanks Di, ill email the CEO today and tell them im off to the FOS with it and how disgraced i am at their level of service.

I will also have to tell the FOS that ive had no responses other than a phone call to say, its been declined, but dont know why. Its all a right joke.

Your very welcome.
I would complain to their CEO of their poor service as well, you never know they may take another view on your complaint.

[The Tech Clerk]

Re: Midland Bank Loan Credit Protection Insurance

Thanks Di, ill email the CEO today and tell them im off to the FOS with it and how disgraced i am at their level of service.

I will also have to tell the FOS that ive had no responses other than a phone call to say, its been declined, but dont know why. Its all a right joke.

C.E.O. Mr Stuart T Gulliver, 8 Canada Square, London E14 5HQ , but you will no doubt find that FOS will contact Mr Julian Howells at the Coventry address as he seems to be the contact who they make with.

[The Tech Clerk]

Re: Midland Bank Loan Credit Protection Insurance

Your very welcome.
I would complain to their CEO of their poor service as well, you never know they may take another view on your complaint.

Miracles do happen or so they say?

[SXGuy]

Re: Midland Bank Loan Credit Protection Insurance

Heres what im gonna send to the CEO of HSBC, let me know if you think it needs editing or adding to. (BTW i will run this through a spell checker so ignore any errors for now lol)

Dear Sir

Ref: XXXXX Loan protection insurance number: XXXX

I write to you in regards to a recent loan protection insurance claim that your staff have been handling, and i am sorry to say, i am disgusted in the level of service that has been provided.

On the XX/XX/XX i submitted a PPI Questionaire to your PPI Compliants department, clearly stating that i was mis-sold PPI for a Loan on the grounds that the bank manager at XXXXXXX told me directly, that the loan would not be agreed unless i took out Payment Protection Insurance.

Since the high court ruling it has been confirmed that this was a clear mis-selling as i was not required to take out PPI for acceptance of the loan, PPI should be optional, it was not sold to me as an optional Extra, but more of a requirement.

I received an acknowledgment of the claim on XX/XX/XX and was told that i would receive further communication from you within 8 weeks.

on the XX/XX/XX which is 9 weeks in total since your confirmation letter, i Emailed you to ask whether a letter had been issued as i was still waiting for a reply, i was told that a letter had been sent on 01/11/12, i note that the date of the so called letter was 12 days prior to my email to you, and i have still not received such a letter to this day.

I telephoned HSBC on 14/11/12 and was told to ring back as the persons computer systems were down, when i rang back i fianlly spoke to another person and asked for another letter to be sent to me as it was clearly lost in the post, or had not been sent at all, the woman on the phone confirmed that a letter would be re-issued. I have still not received such letter.

She could not confirm what the letter said, as it was not on her system.

I Telephoned again on 19/11/12 to ask yet again where this 2nd letter was, and was told it had been sent, i asked again the content of the letter to which i was told there was no information other than the claim had been rejected.

I can not see how the claim can be rejected when my claim clearly states that it was mis-sold on the grounds that i was told i had to take it, when the high court has ruled that PPI is optional, not a requirement.

I feel that my reasons for the claim have not been considered, the lack of response or any help when telephoning to find out about it, is not acceptable. I am now left with no choice but to refer this claim to the FOS for consideration. I will also be informing the FOS of all events leading up to my referal to them, and they will be told that i have not even received 1 letter to confirm the reasons behind the rejection.


Should i add or delete anything from this lengthy email??

[SXGuy]

Re: Midland Bank Loan Credit Protection Insurance

just bumping for some advice guys cos i plan to send this in an hour or so

[ken100464]

Re: Midland Bank Loan Credit Protection Insurance

SXguy.


My only thought on this was when reading an article about complaining and specifically when complaining to a CEO.

In it the guy (cant recall his name but some wonk from the USA) was saying in the age of email a letter is unusual especially a complaint to the CEO.

By this he was saying emails to the CEO would be filtered at the CEO office by his underlings and would probably never even cross his desk whereas a physical letter could well do so because it is so unusual nowdays. Emails to shared email boxes, mail would be to his receptionist/CEO office.

Therefore an email could be being dealt with remotely whereas the physical letter would or should be within his office.

And once you have the CEO's interest then the underlings tend to make decisions faster.

He even said if you word your letter in a personal way to the CEO it gets even more results.

I took this stance with my battles for SAR's.

I was fobbed off by the underlings but a well worded physical letter to the CEO got results each time.

In Barcraps instance I applauded Mr Jenkins promotion and his wish to turn Barcraps into a more consumer orientated bank (fat chance).

In return I got a nicely worded letter from him, £50 compo and a SAR right back to inception of the account.

Over on CAG despite people taking Barcraps to court for non disclosure and taking 2 or more years they got less info than I did with one carefully worded complaint.

I know snail mail takes longer but I think PPI reclaim was what the word patience was invented for.

Just a thought.

[SXGuy]

Re: Midland Bank Loan Credit Protection Insurance

Ok good advice, i did receive a snail mail letter from his office after my first email to him so i have a reply address to use, i guess i can insert a line, thank you Mr XX for your letter, i trust you are well....

[ken100464]

Re: Midland Bank Loan Credit Protection Insurance

In 6 months time you could be on first name terms and going round for tea.

On a serious side it is just a thought. It worked for me but mine was information extraction whereas yours is more money extraction.

Least you will know for sure that they aint playing ball and FOS is your next option.

Again if it helps I have a money extraction ongoing. They have it wrong and werent talking after a bugger off go to FOS letter.

I have included CEO in last of a serious of letters disputing and for me trying to avoid the lengthy wait for FOS to do anything.

Yesterday I have letter 1 week after first to CEO stating they will look at it again.

Prior to this its been 3 months of silence.

Good luck

[SXGuy]

Re: Midland Bank Loan Credit Protection Insurance

The letter i got from the CEO's office says they are investigating, but i dont hold much hope of that happening, i dont trust them 1 bit, which is why im going to pass it on to FOS no matter how long it takes.

Ive not even had 1 letter to say why the claim was rejected dispite them apprently sending 2 out to me weeks ago, i have read on other forums, that they are fobbing people off with declines as standard in the hope they wont take it further, but 9 out of 10 cases refered to FOS do get a result, so with their history i really feel i have no other option.

[ken100464]

Re: Midland Bank Loan Credit Protection Insurance

Yep similar to many I believe.

I think how they treat you and the evidence you are able to provide can form part of the claim at FOS, ie if they knew it was going to be an uphold then they shouldnt have let it get to FOS.

So if you are being seen to be reasonable this will increase any compo. But like debts each of these PPI's are different.

In my case if I am seen to be ultra reasonable it just makes them out to be utter twats so the papertrail for me will hopefully get me a better result.

Again in my case the CEO is (or should of been made aware) If FOS find against then its not an underling who has messed it shows its right to the top who havnt given a dam.

I see these PPI claims bit like a game of chess. You are manoevering your opponent into a position where they cant get out of.

And again like you I have given them a deadline to go to FOS that I will stick to