Cheque from Monument Credit card company regarding Payment break plan.

[Amethyst]

• Info from Barclays

• Was I mis-sold PBP?

  
  
  

  PBP was only available to UK residents and you may have been affected if

  • You felt pressured to buy it (for example, you may have felt that the salesperson was being too pushy or wouldn’t take no for an answer)
  • You tried to activate the plan and experienced difficulties that prevented you from doing so (for example, if you were self-employed, the extent of the documentation required to activate PBP wasn’t made clear to you)
  • One of the activation events happened to you but you didn’t attempt to activate your plan
  • You had experienced financial difficulties and were supported by Barclays Financial Assistance (formerly known as Collections) and weren’t reminded of PBP
  • It wasn’t clear to you
    • That the PBP charge was considered a purchase transaction and you may have incurred interest on it if your credit card balance wasn’t paid in full
    • That you couldn’t use your credit card once your PBP was activated
    • What would’ve happened to you if you entered into financial difficulties, as we may have been able to come to an individual or specific arrangement with you if you didn’t have PBP

  This list isn’t exhaustive – if you feel you have another reason to complain, or if you’re not sure, please contact us.

What was payment break plan (PBP)?

PBP was a feature available with SkyCard and Monument cards that allowed you to freeze your credit card account for up to 24 or 30 months if

• Your household income was reduced by at least 25% because of involuntary unemployment, an accident, sickness, or caring for a child or incapacitated relative
• You or your partner were hospitalised
• Your partner died
• You or your partner were called up for jury service
• Your home was damaged because of a natural disaster
• You or your partner were posted overseas as a member of the Armed Forces

During the freeze, you’d have no minimum monthly payments to make, and no fees, interest or other charges would be added. You couldn’t use your card during this time.
PBP wasn’t an insurance policy. It didn’t pay anything out or pay off any of your balance.
What PBP cost
Depending on the type of card and the period it was active, PBP cost 49-89p per £100 of your card balance, up to a maximum balance of £2,500 until 2006, when it increased to £2,800.
It was charged monthly and classed as a purchase, which means you may have incurred interest on it if you didn’t pay your statement balance in full.

How do I make a PBP complaint?

How do I make a PBP complaint?

You can make a complaint if you think you’ve been mis-sold PBP, or if you aren’t sure.
Making a complaint about PBP won’t affect your relationship with us.
You don't need to use a claims management company (CMC). Please contact us directly – we handle direct complaints in the same way, in the same amount of time and without charging any fees.
We have accessibility and disability support if you need it.
What you’ll need to provide
The following information will help us resolve your complaint, so please provide as much as you can. But don’t worry if you don’t have any or all of it – we can still investigate your complaint.

• An existing complaint reference number, if you have one
• The reference number on the letter, if we’ve written to you explaining that you can make a complaint
• Any SkyCard or Monument credit card numbers
• The start dates of any PBP
• Details about how you enrolled in the plan
• Your employment details at the time you took out PBP, including salary and whether your employer provided any level of pay if you were unable to work
• Details of any savings or insurance you had when you took out PBP

• By post
• By phone

• Print a copy of the questionnaire, fill it in, then send it to:
  Barclaycard
  Customer Relations Department
  PO Box 9131
  51 Saffron Road
  Leicester
  LE18 9DE
  If you received a questionnaire in the post, fill it in then send it to the address on the letter.