Originally posted by lindybee
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I sent in a half page letter of complaint and received back 4 pages of a long winded reply, basically saying Blemain had done no wrong and I had agreed to everything, plus several other pages which were just copies of things I already had! (Note how polite and restrained I've been but that's just part of the agenda given to me by the solicitors)
Dear XXXXXXXX,
Thank you for your response to my complaint and for explaining your understanding of the situation.
I can confirm that the complaints link on the Blemain Finance web-site was active on previous occasions that I accessed the web-site, and is active again now, however at that time when I wished to access it, there was a notification/warning that Blemain had become aware that there was another company posing as themselves, and at that time I could find no customer service links, hence my use of a letter format.
I note that you point out that Blemain do not sell buildings insurance, however I have a letter from themselves sent out to me with a special insurance offer from “Reich Insurance” offering a discount valid until 31st Jan 2011 which would suggest to me that Blemain may be actively promoting this company. I welcome your response and also the role which Blemain play in this, plus any benefits which Blemain may gain.
You state that the cover provide by Blemain’s insurers is not to cover the cost of rebuilding the property nor its contents, but covers Blemain’s interest solely in the event that the property was destroyed. Clearly then, surely this is not buildings insurance but protection insurance for Blemain therefore should be named as such? In addition as Blemain already have a charge on my home, the loan is for a fraction of the actual value, plus there is almost 50% positive equity on the property, I still fail to see why the cost of this is so high, and challenge these costs.
I note your comment that the price for this has recently been reduced due to Blemain finding an alternative more cost effective supplier, but that Blemain are unable to claw back any previously high costs. As insurance costs in general have risen considerably in recent years rather than falling, this to me suggests that in the past Blemain have not sought best value for money and in turn customers such as myself have been penalised through no fault of our own.
I remain very concerned that Blemain do not appear to have received the insurance documentation which was faxed directly to the number given on the letter re PROPERTY INSURANCE by my insurers.
I am also unhappy about the confusing advice given to me during my telephone calls, plus that only letters sent by recorded delivery appear to initiate any direct response from Blemain. Hence my recent decision only to make contact in this format, rather than by phone or e-mail.
Also as stated in my telephone call to XXXX at 5.30p.m. on 16/02/2011, I was unaware that a photocopy of the insurance renewal documentation was acceptable, as previously I had been told that it must be the original policy document, which only my 1st Mortgage lender and insurance company (both XXXXX) hold, I only had copies of the renewal reminders and confirmation letters of the renewals.
It was only after speaking to XXXX and her confirmation that a copy would be acceptable that I understood that a copy of the annual renewal details were acceptable to Blemain. As Blemain hold second charge, each year I need to confirm on my annual renewal that this is again to be included.
I have become aware since coming into contact with many other Blemain customers, that they too have had similar problems so may I respectfully suggest that it would be very helpful to both Blemain and their customers if this was made more clear in future?
I note that you have seen that I have raised concerns in the past, but not in 2010. This was entirely due to personal and family reasons (the death of my mother and my ill-health over several months) which obviously took precedence. I trust that you can be sensitive to this.
I took out the loan with Blemain to fund the costs of my mother’s care as I am an only child and live 250 miles away from where she lived, so was unable to personally give her the support and care she needed in the years before her death. The combination of her death and my reduced balance on my first mortgage, now means I am in a position to fully redeem my loan with Blemain. My bank and mortgage lender (XXXXX) have recently instructed their solicitors to deal directly with Blemain in doing so and I have received confirmation that this is now in progress.
Speaking personally and totally frankly, this day can never come soon enough, as from the out-set I have found Blemain to be the most confusing and frustrating company that I have ever encountered to date, and I am aware that I am by no means alone in this view.
I am currently awaiting a response to the SDAR request which I made after taking advice from my financial advisor. The dead-line for this to be received by me is in the next few days.
I note your offer of refunded charges which does go some way towards addressing my complaint. However before making a final decision I have been advised to wait until I receive the SDAR documents before making a final decision.
I trust that this will not in any way negate your current refund offer, and also please be aware that as the loan redemption is already underway, any subsequent refund should not be made directly to my account with Blemain but sent to me directly either as a cheque or credit to my bank account.
I note that no dead-line date was attached to the offer made.
I have a little knowledge of the Consumer Credit Act 1974 (CCA) & the revisions brought in by the Consumer Credit Act 2006 (CCA 2006) and have researched the issue of the upper limit for regulated credit agreements in the past so here goes. 
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