halifax ppi refusal advice

[Johnprr]

hi all, newby here
Just had a letter from the halifax denying me refund of ppi.
They had called me last week asking various questions , what i found strange was that he actually asked me if i could remember if it was a man or a woman who sold me the ppi.
I found this a bit strange as it was 15 years previous ( might as well have asked me if it was raining that particular day lol.
Do you think they were testing my memory as they didnt have any record of it after all that time?
I am obviously appealling their decision
any advice would be welcome

Thanks

john

[di30]

Re: halifax ppi refusal advice

Hi John and welcome

Halifax have been known to fail complaints, and I have come across many of them recently.

What was the reasons they rejected you on?
We can work it out from there, as we can ask them to review, if we think they failed to look into your complaint thoroughly, we can work on that as well.

And another thing as well, if you had thought, you could have said that you will not correspond over the telephone, so any questions they want to ask is to send in writing only, as you want to keep copies for your own interest (and if you need to complain to the Financial ombudsman service(FOS).

So do not give up yet ;-)

[Johnprr]

Re: halifax ppi refusal advice

Hi Di
thanks for your response.
in the letter they say they have taken the following into consideration,
Their knowledge of their sales process and documentation at the time and my application form.
they also say that they have addressed my complaint under the following heading
consent to cover.... Did you agree to to take out the PPI policy? As the mortgage application form shows that that they required additional consent in the form of a signature.
So they have concluded
they FEEL that their advisor acted fairly and reasonably throughout the sale .
they didn't even send me any sort of proof with the letter so I have called them and asked them to forward it ( I wonder if they have it after 15 years
Hope this helps and thanks again


john

[Mysrerio]

Re: halifax ppi refusal advice

Hi Di
thanks for your response.
in the letter they say they have taken the following into consideration,
Their knowledge of their sales process and documentation at the time and my application form.
they also say that they have addressed my complaint under the following heading
consent to cover.... Did you agree to to take out the PPI policy? As the mortgage application form shows that that they required additional consent in the form of a signature.
So they have concluded
they FEEL that their advisor acted fairly and reasonably throughout the sale .
they didn't even send me any sort of proof with the letter so I have called them and asked them to forward it ( I wonder if they have it after 15 years
Hope this helps and thanks again


john

Oh my God, well I think you're doing the right thing appealing John, that sounds like a really poor, pathetic excuse for them not to hold up your complaint to me, Halifax are awful nowadays, they used to be much better but they've gone downhill in terms of customer service, I'm with them and I've used a claims management company to put my PPI mis-selling complaint for me, I know it's not advisable to use CMC's as some of them are iffy too but I just couldn't be bothered with the hassle myself, this was a good three months ago.

I did receive a premium refund and a rebate refund at what looks like 8% back onto my credit card presumably because it was in arrears, which is fair enough but what I didn't get was anything in writing to explain how they've worked it out, they didn't even copy me with what they may have sent (if anything) to the CMC so they haven't officially upheld the complaint as far as I'm concerned, I haven't had anything to sign, I can only presume from that refund that they have but it would have been nice to have had something in writing.

I don't know if there will be anymore but I'm presuming that will be all I will get although I can't tell if there has been any compound interest factored in or just the 8% simple, looks to me like it's just the 8%, of course, they're quite happy to send me reminders about further late payments etc but nothing about my PPI complaint, the CMC say they haven't heard anything from them either, as far as the CMC is concerned it's still being processed, I won't consider it done either till I have something in writing from either of them.

[Johnprr]

Re: halifax ppi refusal advice

Hi mysrerio
yeah still arguing with them . Following numerous calls to call centres I still got nowhere .
they said they would send out copies of agreements etc then I got a letter saying I had to submit a formal request for information using a DSAR and there would be a charge of £10 .( more stalling tactics)
i was so angry I went into my halifax branch and explained to them what was going on and they were really helpful, they called ireland and they are sending me copies out . I will take 7 to 10 days but I told them that due to their stalling tactics I wanted an extension to the 28 day deadline to appeal ,
i think when all is said and done i will go to one of those cms companies and let the take the hastle along with a 35 percent cut

john

[di30]

Re: halifax ppi refusal advice

Thanks for the update John, hopefully some useful info will arrive in the post soon ;-)

[starsky72]

Re: halifax ppi refusal advice

Hi

That letter sounds almost identical to the one i received from them. I made a telephone claim via The Halifax and received a reply within a few weeks. the main thrust of my complaint was the fact that I was told PPI was compulsory (I was applying for a mortgage) and that I wouldn't get approval for the mortgage without it. I was also told it must be their own product.

Now clearly at the time I had no idea if that was lawful or not, it might have been perfectly above board for a "young" customer to have to have this PPI.

Given the fact that I have been paying PPI for almost 20 years ago, their letter simply claimed that PPI has never been compulsory and that it wouldn't have a bearing on any loan application. Well yes, we know that now... but i don't see how they can use that as proof that I wasn't told that it WAS compulsory. Surely if all sales advisors followed the appropriate guidelines and procedures then the vast majority of these miss sellings would never have occured.

I am just formulating a letter to ask them to reconsider before I go down the FOS route


Cheers

Stuart

[di30]

Re: halifax ppi refusal advice

It does look like they are using standard fob off template letters, as they do not give a direct reason on why they do not agree, only that they believed it was sold correctly, blah blah.
I would defo write back and ask for the reasons on rejection and how they can prove in concrete it was sold correctly etc.

[Johnprr]

Re: halifax ppi refusal advice

Hi all. Thanks for your comments.
just to keep you up to date I have sent a lengthy letter appealing their decision and have also submitted a DSAR letter both by recorded delivery . So now it's just another waiting game.
Good luck with your claims.
ps ill keep you up to speed

john

[d1anne]

Re: halifax ppi refusal advice

I posted a few weeks ago on how I had decided to get in touch with MBNA, Capital One and Halifax regarding PPI for cards I had in the past, have received letters from them all acknowledging that they have received my claim forms, Capital One and MBNA saying that I will hear there response in 8 to ten weeks Halifax saying I would hear back in 4 weeks. Today I got a call from Halifax wanting further information, I informed them that I wasn't prepared to speak to them about this on the phone and if they put anything further to me in writing I would be happy to answer, needless to say by the attitude I got in return they were not happy with this reply and told me that IF I wouldn't answer any questions on the phone they would have no other option but to make the decision on the information they had, I told them that was fine and to do that and hung up........... I now await there reply in writing to my PPI complaint, I dare say they will, as they are known for doing, refuse my claim, I wont give up tho, If they do not state a reasonable explanation I will be writing back asking for the reasons....... ill keep you posted.

[di30]

Re: halifax ppi refusal advice

Good for you Dianne, and besides you want all correspondence in writing anyway because you require copies in case you need to complain to the FOS, as they will require all information to help to investigate. Hopefully the bank will uphold in your favour though, any probs let us know x

[Johnprr]

Re: halifax ppi refusal advice

Good luck Diane ,

[Johnprr]

Re: halifax ppi refusal advice update

Well got my reply from halifax re my appeal and they are still refusing to uphold my claim saying that they have reconsidered my complaint and do not believe that it introduces anything to change the original decision.
The letter also say that if they do not hear from me again they will consider the case closed .
They enclosed a copy of what they say is an "application/consent form" but on reading it it only says application form (copy attached)
also it looks incomplete and if you note the mortgage repayment £151 and the assurance premium £70 Why would I pay almost 50% more on such a small mortgage unless i was told that it was a necessity on my application.
I have always made a point of not taking out such insurance on purchases like tv's etc
I am still waiting for delivery of my DSAR to see what info that holds but in the meantime i will write and say that the Application/ consent? form they sent still does not prove that is wasnt misold
any opinions or advice welcome

Thanks

john

[rbroathgirl]

Re: halifax ppi refusal advice update

Hi everyone, new to forums but searched for advice after Halifax have refused my PPI complaint for the second time, I waited 8 weeks and wrote to ask why they had not replied in the time promised by their first letter acknowledging my complaint, they phoned me and asked me questions about what I remembered about the sale. I explained that I did not even realise I had PPI, as the mortgage sure policy I thought, and felt was led to believe, was necessary to gain my mortgage, this was in 2003. I sold this property last year and bought another in the summer last year, and PPI was not even mentioned. My friends advised me that they had thousands back from the Halifax a few years ago and surely I must have been sold it also. I checked through paperwork and sure enough I had been paying from 2003-2012. I sent forms, with advice from online sources on how to complete. After my phone conversation (none of my friends or family were ever called), they refused my claim. Obviously it was the standard refusal as I recognise a lot of the wording, but basically, they feel that I was not mis sold and it was not mis represented, as I had a chance to cancel after receiving all the paperwork, and that the mortgage adviser must have told me that it was not compulsory in being offered the mortgage, and that it was suitable for my needs, and they did not need to ask me whether or not my work would cover for a year and would offer a generous redundancy package, blah blah.
I phoned the told themI was not happy and that I would complain to the FOS. Then strangely, lots of different people started writing, dates on letters, weeks before I recieved them, and one letter did not arrive, but when I asked about a reply they mentioned, it was mysteriously copied and sent to me. I could go on, but basically after the refusals and subsequent letters, I asked for the info which led them to this decision. I was told to send £10 first. Then another letter and another phone call, they were trying to ensure they dealt with me fairly and asked lots of the same kind of questions re remembering how it was sold, calls being recorded, the girl typing away as I spoke, then another refusal, same grounds, and I am just in time to make a complaint to the FOS. Prevarication methinks.
I am going to go ahead and send in the complaint, but angry at Halifax, feel discriminated against ie no claims companies successes, and years ago, they paid out to a lot of people with similar circumstances, same adviser.
Sorry for this being so long, but any help or advice?
rbroathgirl