Help with Santander PPI claim please!

[FitnessFreak]

Hi! I need some advice please...

I recently sent in a PPI claim to Santander for an Alliance & Leicester loan I finished paying 5 years ago. Though I got my claim in before the allotted time was up, Santander replied saying that they had sent a questionnaire to my previous address in Feb 2009, stating that if I did not reply in 3 years, they would consider any further claim invalid (time barred). I never received this questionnaire, and they have not been able to send proof that they posted it to me. Can they refuse to investigate my claim? Or do I have the right to the 6 years as per the legal guidelines? :tinysmile_cry_t:

They are being very stubborn and uninformative.....

Thank you for reading!

[di30]

Re: Help with Santander PPI claim please!

I would write back and confirm that no questionnaire was received, and any further problems to ask them to provide proof on how they would know this.
And not only that if they confirmed they sent it to your old address, then how on earth was you supposed to know that?
Did you inform them of your new address details when you moved?
Do not worry about the 6 year guideline.

[FitnessFreak]

Re: Help with Santander PPI claim please!

Thank you! They say that their records show that they posted it (is this proof of me receiving it?!) I didn't inform them of my new address because I didn't realise the bank had changed hands, and my payment was on direct debit....

Thank you for your help!