• Welcome to the LegalBeagles Consumer and Legal Forum. If this is your first visit to LegalBeagles and you need assistance then you can ask a question here;
    Create a Thread
    Please Register to get the most out of the forum. Registration is free and only needs a username and email address.
    REGISTER
    Please do not post your full name, reference numbers or any identifiable details on the forum.

Bank smart / Francis Hughes / ascend

Collapse
Loading...
X
  • Filter
  • Time
  • Show
Clear All
new posts

  • mothergoat1
    started a topic Bank smart / Francis Hughes / ascend

    Bank smart / Francis Hughes / ascend

    Hi.
    Im looking for some help or advice.
    In April 2018 I signed an agreement with a company called Ascend to look into various ppi . Which resulted in nothing .
    Did not hear from Ascend for months and when ppi deadline ended destroyed all correspondence.
    Then at the end of October 2019 I received in the post a letter and two invoices from Bank Smart,stating they were awaiting the return of at least one document and I was in breach of agreement with them. The two invoices amounted to £578.20.
    They had been passed my details on from Ascend.
    This was the first time I had heard of Bank Smart and on looking at the invoices they alleged they have sent out various letters plus recorded delivery letters going back to April 2019.
    I emailed this company asking for 1.A copy of the 3rd party documents or letter of authority.
    2.Terms of contract
    3.The recorded delivery numbers for letters they had sent out so I can get in touch with Royal Mail to check where these may have gone.
    They sent by post two duplicate letters with the info I had asked for apart from the recorded delivery numbers.
    I have emailed them further stating I have received these letters but Iím still waiting for the recorded delivery numbers to clarify with Royal Mail where these alleged letters have gone.
    I also stated that I understood that a clients account for viewing was set up but as I am unsure of their honesty and integrity I will not access this online.
    Then I googled Bank Smart and came across your forums and was shocked to read how unscrupulous these people are and this could end up nasty.
    Please can somebody advise me where I stand with this company.Help.
    Tags: None

  • mothergoat1
    replied
    Thank you so much.¬*

    Leave a comment:


  • EXC
    replied
    Right it's off to the Ombudsman then.

    Here is the online form which is pretty straight forward https://help.financial-ombudsman.org.uk/cmc but any questions just shout.

    I've emailed you the 3 documents
    you need to upload, which are the original complaint, the Bank Smart audit and letter from Bank Smart.

    Under the section 'Your complaint', box 1 just say 'please refer to uploaded complaint document'. box 2 just be honest about the stress and anxiety Bank Smart have caused you, box 3 just say¬*
    'please refer to uploaded complaint document'.

    Leave a comment:


  • EXC
    replied
    I'm out and about but will post first thing.

    Leave a comment:


  • mothergoat1
    replied
    Hi . An update on my Formal letter of complaint to Bank Smart. To date I have had¬* ¬*no reply from them.I emailed the letter of complaint on 3rd December 2019 and also posted a copy by recorded delivery which they received at 11.17am on the 4th December 2019. I had an automated acknowledgement to the email .Did not receive any acknowledgement to letter but according to the 22 page client audit report created on the 11th December 2019 under heading Letters on the 5th December 2019 at 06.42( not sure if suppose to be an email sent or a letter but have not receive either) they¬* confirm receipt of recent correspondence in which I expressed dissatisfaction with the service ETC ,said complaints take an average of 7 weeks for them to provide a final response.Apart from a letter explaining if there will be a delay after 4 weeks ( which there has not been a letter)I would receive no other communication regarding my concerns. This has now been 10 weeks allowing time for Christmas and New Year breaks so I feel that it is time to complain to the Claims Management Ombudsman.¬* ¬* ¬*I have received a few emails from them since early December manly invoices outstanding etc .¬* ¬*Interestingly¬* I have received back the SAR from Santander¬* and Bank Smart¬* had sent them on 1st April 2019 six¬* Notice of transfer of Claims Management Representative forms with notice that the Transfer between Franklyn¬* Hughes and Symmetric Systems¬* t/a Bank Smart dated 28th March 2019¬* would take place with effect 23.59 on 31st March 2019.¬* ¬*The SAR received from Next¬* they did enclose two photocopies of letters from Ascend dated 2/5/18 and 4/7/18 regarding ppi. Nothing from Bank Smart .¬* Next also informed me that the one account I had was a cash only account so no pp and the other account was for the Next Directory. Also they listed 3 credit reference agencies to whom they pass customer details to. So I did wonder if they never replied to Ascend for this reason. I would very much appreciate¬* your help as to what to do¬* next ,do I start a complaint with Ombudsman now or should I wait a bit longer?¬* Sorry for the long post .x

    Leave a comment:


  • EXC
    replied
    Ok it doesn't sound like there's too much in the SAR response that'll help us so let's wait for the final response on the complaint.

    Leave a comment:


  • mothergoat1
    replied
    Hi Happy new year to you all.¬* Just an update with BS.Sent a SAR¬* request 13th December and received a response by email on the 29th December.Basically was copies of¬* correspondence i had with Ascend Finance,and copies of¬* my file with BS which they had already sent to me previously. There was one letter from FOS to BS they received on 16/4/19 thanking them for sending the ppi questionaire and complaint form for the complaint. This was stamped claim no 233913. I did note that in there comment section of my files with them¬* on 18/6/19 there was a comment saying the FOS called to request new LOA. then on the 5/7/19 there was a note saying¬* FOS has all info needed to investigate complaint .¬* (not sure how ). The Formal letter of complaint I sent to them was¬* received by them by email on 3/12/19 and also by letter on 4/12/19 so hopefully should receive a response by at least the second week in February which takes in to account a christmas and new year break.¬* ¬*Will keep you posted .x

    ¬*

    Leave a comment:


  • mothergoat1
    replied
    Will get done today .Thanks

    Leave a comment:


  • EXC
    replied
    Originally posted by mothergoat1 View Post
    Exc just emailed you reply and attached pdf file received from BS.
    Interesting. It says there were 8 claims assigned from Ascend but I thought you only knew of 2? There's some interesting dates on the assignments too.

    There's a lot of entries for stuff like ''Login Details with Notice of Transfer from Ascend Finance Sent to Client dated 03.04.2019'', did you ever receive these? I'm sure you didn't.

    I would respond with something like this with a Subject Access Request:

    Dear Sirs

    Given your failure to supply me with copies of the 2 disputed 'recorded delivery' letters, despite me requesting these twice, it now appears doubtful that these letters exist. Additionally the 'Audit' document you provided refers to other entries for communications that I have never received or have knowledge of.

    Accordingly please find the Subject Access Request bellow. ¬*¬*
    There's a SAR template here¬*https://legalbeagles.info/library/gu...ccess-request/

    ¬*

    Leave a comment:


  • mothergoat1
    replied
    Exc just emailed you reply and attached pdf file received from BS.

    Leave a comment:


  • mothergoat1
    replied
    Email sent .

    Leave a comment:


  • EXC
    replied
    Thanks -got it.

    If you fancy making a nuisance of yourself (which I think you should!) I'd reply along the lines of this

    Dear Sirs

    Your response is unconvincing, incomplete and inadequate.¬*

    I specifically requested copies of the letters, which you have failed provide.

    Please do so by return in order for me to consider the appropriate next step.

    Leave a comment:


  • mothergoat1
    replied
    I will do that . Thank you .x

    Leave a comment:


  • EXC
    replied
    Originally posted by mothergoat1 View Post
    Morning.¬* emailed BS yesterday regarding the recorded delivery charges on my invoices,and received a reply this morning which basically has not answered the questions. They did say that they have provided me with a breakdown as required to do so ( presume they are referring to the invoices) also as a Goodwill¬* gesture¬* they will reduce my payment that they say is outstanding if paid within 7 days. ( How awfully nice of them). They still have not answered why they have charged me £22 twice for recorded delivery letters and¬* then they stated were not sent recorded.¬* !!!!!!¬*
    Ok can you forward it please (the complete email string would be handy) and I'll forward it on the FCA. I'm thinking we might make this an addition to our complaint too.¬*

    Leave a comment:


  • mothergoat1
    replied
    Morning.¬* emailed BS yesterday regarding the recorded delivery charges on my invoices,and received a reply this morning which basically has not answered the questions. They did say that they have provided me with a breakdown as required to do so ( presume they are referring to the invoices) also as a Goodwill¬* gesture¬* they will reduce my payment that they say is outstanding if paid within 7 days. ( How awfully nice of them). They still have not answered why they have charged me £22 twice for recorded delivery letters and¬* then they stated were not sent recorded.¬* !!!!!!¬*

    Leave a comment:

View our Terms and Conditions

LegalBeagles Group uses cookies to enhance your browsing experience and to create a secure and effective website. By using this website, you are consenting to such use.To find out more and learn how to manage cookies please read our Cookie and Privacy Policy.

If you would like to opt in, or out, of receiving news and marketing from LegalBeagles Group Ltd you can amend your settings at any time here.


If you would like to cancel your registration please Contact Us. We will delete your user details on request, however, any previously posted user content will remain on the site with your username removed and 'Guest' inserted.

Announcement

Collapse
2 of 2 < >

INFORMATION

Claims Management Compare CMCs
Before using a claims management company make sure you DO YOUR RESEARCH. Firms can charge up to 50% of any refund you might be due.


LegalBeagles helps you compare CMCs on price and ratings of claims management companies that offer to help reclaim PPI (Payment Protection Insurance) or other financial products.


If you have a problem with a Claims Management Company you can post on our consumer forum for help in the first instance.


To make a formal complaint you should complain to the CMC in the first instance, and if there has been no resolution within 8 weeks you can take your complaint to the Legal Ombudsman.
See more
See less

Court Claim ?

Guides and Letters
Loading...



Search and Compare fixed fee legal services and find a solicitor near you.

Find a Law Firm


Working...
X