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Hi all, I have been asked for help from my sister re ppi claim back with Northern Rock Mortgage PPI. She knew she had paid ppi on her Northern Rock Mortgage and phoned to speak to them on 9th August this year.She received a letter back on the 14th August asking her to fill in a questionnaire. She was in the process of doing so, when she rcvd another letter dated the 20th August, from NRAM asking her to contact the office within 7 days. This she did so, she explained that she was filling in the questionnaire rcvd on the 14th August,but was told that there was no need to do this as they could complete this over the telephone. She went through all the questions asked and gave vague answers, as didnot have all information required. She was told that was all she needed to do, and that they would come back to her. On the 27th September, she rcvd another letter back from NRAM, this letter stated that she had not contacted the office within the 7 days required( as per their letter dated 20th August).She phoned them imm and informed them that this was incorrect. She explained that she had called back as soon as the letter was rcvd and had in fact gone through the questionnaire with a member of their staff. The gentleman she spoke to apologised, and said that the call had not been logged and again asked her some questions. She then rcvd another letter dated 16th October, they again rejected her claim. They told her, that they could not assess the original sale, but had done so on all other evidence available to them. They then go on to say that, as they could not assess the sale that they had in fact based their investigation on the vague information , my sister had given over the phone.
That due to this they were not upholding claim and that this was their final respnse to complaint.Sorry for vague background info, but my sister didn't really understand what she was meant to do and thought that by phoning Northern Rock they would investigate and help her.
It was only when she told me last night, that i asked to see all info. She was prepared to give up claim and accept what had been told to her. However i made her go through all her old paper work, and low and behold she was actually able to find all the paper work relating to her mortgage and ppi. Here goes -
23/05/2000- It seems my sister visited Northern Rock, 51 Moorgate - To enquire about a mortgage with them. She was made to fill out a 'Helping you choose the right mortgage form'. This had 16 different sections to fill out. The first one was 'MORTGAGE CODE OF SERVICE OFFERED'
a)i can give advice and recommend which mortgage product i feel is most suitable for your needs.
b)i can give you information on different types of mortgage products, to help you make your own informed decision.
c)i can provide information on a single mortgage product if you have already make up your mind.
in a box further down, it mentions actual level of service proovided and he has ticked A. He then signs and dates form. The form then goes on to included personal details,present residence,current financial detail/outgoings,employment income, loan required,property details,life policy details, PAYSAFE APPLICATION FORM (which is infact section 14 of the choosing your right mortgage form) again this has been filled out by someone else - Then there is my sister signiture and a direct debit mandate. There is then paysafe application form, Northern Rock direct debit form, building contents insurance and declarations form.
At the back is a form which says - FOR OFFICE USE ONLY -
LEVEL OF SERVICE PROVIDED-
A .Advice and recommendation given - (this one has been ticked and signed by person she saw on the 23/5/00.
B. Multiple product information only provided and no product recommendation made
C. Single product information only provided and no product recommendation made
D. Application introduced by an intermediary and no advice give by Northern Rock.
B,C,D not signed.
She then has a cerificate of Mortgage decision isuued on the same day . On the 30th May she has rcvd two print outs of 'quotation and summary of cost for xxxxxxxxxxx' . These list loan repayment amount, building and contents insurance, paysafe payment protection ,mortgage protection. At the bottom of page it has IMPORTANT NOTE - FULL DETAILS OF PAYSAFE PAYMENT PROTECTION AND BUILDING AND CONTENTS INSURANCE TERMS AND CONDITIONS ARE GIVEN IN THE LEAFLETS WHICH WILL BE PROVIDED WITH THIS QUOTATION. She has copies of home contents insurance, mortgage details, mortgage code,supercover special, NOTHING ABOUT paysafe payment protection.
On 16/6/2000 she receives OFFER OF ADVANCE, on 3rd July she receives a letter confirming mortgage quotation, again ppi is loaded onto this.
On 14/7/2000 - she receives Northern Rock paysafe policy.
Sorry to waffle on but just wanted to give all the info she has found. She really has kept everything from all her meetings with Northern Rock, even all the leafets sent. NOT ONE OF THEM IS FOR PAYSAFE PPI. It appears from looking at all the info that she was made to sign the form for ppi when she first visited Northern Rock on the 23/5/2000 . All the info was filled out for her by someone else and she was made to sign the forms. She says she didnot understand what she was signing for and just thought it was forms needed to get the mortgage.
Please could someone help her how to proceed from here. Should she go back to Northern Rock suppling all the info listed or should she go straight to FOS? Also if anyone has any idea how she should word the correspondence it would really help.
Many thanks for all who are able to help her. Kelly
That due to this they were not upholding claim and that this was their final respnse to complaint.Sorry for vague background info, but my sister didn't really understand what she was meant to do and thought that by phoning Northern Rock they would investigate and help her.
It was only when she told me last night, that i asked to see all info. She was prepared to give up claim and accept what had been told to her. However i made her go through all her old paper work, and low and behold she was actually able to find all the paper work relating to her mortgage and ppi. Here goes -
23/05/2000- It seems my sister visited Northern Rock, 51 Moorgate - To enquire about a mortgage with them. She was made to fill out a 'Helping you choose the right mortgage form'. This had 16 different sections to fill out. The first one was 'MORTGAGE CODE OF SERVICE OFFERED'
a)i can give advice and recommend which mortgage product i feel is most suitable for your needs.
b)i can give you information on different types of mortgage products, to help you make your own informed decision.
c)i can provide information on a single mortgage product if you have already make up your mind.
in a box further down, it mentions actual level of service proovided and he has ticked A. He then signs and dates form. The form then goes on to included personal details,present residence,current financial detail/outgoings,employment income, loan required,property details,life policy details, PAYSAFE APPLICATION FORM (which is infact section 14 of the choosing your right mortgage form) again this has been filled out by someone else - Then there is my sister signiture and a direct debit mandate. There is then paysafe application form, Northern Rock direct debit form, building contents insurance and declarations form.
At the back is a form which says - FOR OFFICE USE ONLY -
LEVEL OF SERVICE PROVIDED-
A .Advice and recommendation given - (this one has been ticked and signed by person she saw on the 23/5/00.
B. Multiple product information only provided and no product recommendation made
C. Single product information only provided and no product recommendation made
D. Application introduced by an intermediary and no advice give by Northern Rock.
B,C,D not signed.
She then has a cerificate of Mortgage decision isuued on the same day . On the 30th May she has rcvd two print outs of 'quotation and summary of cost for xxxxxxxxxxx' . These list loan repayment amount, building and contents insurance, paysafe payment protection ,mortgage protection. At the bottom of page it has IMPORTANT NOTE - FULL DETAILS OF PAYSAFE PAYMENT PROTECTION AND BUILDING AND CONTENTS INSURANCE TERMS AND CONDITIONS ARE GIVEN IN THE LEAFLETS WHICH WILL BE PROVIDED WITH THIS QUOTATION. She has copies of home contents insurance, mortgage details, mortgage code,supercover special, NOTHING ABOUT paysafe payment protection.
On 16/6/2000 she receives OFFER OF ADVANCE, on 3rd July she receives a letter confirming mortgage quotation, again ppi is loaded onto this.
On 14/7/2000 - she receives Northern Rock paysafe policy.
Sorry to waffle on but just wanted to give all the info she has found. She really has kept everything from all her meetings with Northern Rock, even all the leafets sent. NOT ONE OF THEM IS FOR PAYSAFE PPI. It appears from looking at all the info that she was made to sign the form for ppi when she first visited Northern Rock on the 23/5/2000 . All the info was filled out for her by someone else and she was made to sign the forms. She says she didnot understand what she was signing for and just thought it was forms needed to get the mortgage.
Please could someone help her how to proceed from here. Should she go back to Northern Rock suppling all the info listed or should she go straight to FOS? Also if anyone has any idea how she should word the correspondence it would really help.
Many thanks for all who are able to help her. Kelly
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