Old loan

[Theoldbag]

Hi

After a bit of advice please

Old loan which was reconsolidated late 90s

Sent in complaint to lender complete with bank statements for both loan accounts

Complaint not been upheld. Lender has no copy of agreement

Where do I go (if anywhere) from here

Grateful for any advice.

[di30]

Re: Old loan

Hi there

If you dont mind me asking, what reasons did they give not to uphold your complaint?

The not having the agreement should not be a problem and you've provided them with banking statements where details of the loans are shown and I take it the loan account numbers??

Do you also mind saying who your complaining to, a bank etc?

Thanks.

[Theoldbag]

Re: Old loan

Santander

Letter said they cdnt locate agreement which i understand

Have sent statements but obviously of no use

It went on to say if i had any further info (i dont) then to get back to them.

Having read some of your older post Di - I had assumed they may have offered a goodwill payment but nothing

It was an abbey nat loan so complaint was santander

Thx for your help x

[di30]

Re: Old loan

Hiya
Arh Santander, they send everyone the same letter if the loans are of older accounts.

But what I done is requested a SAR (Subject access Request) to their DATA DEPT separate to complaints and was surprised what I did get back. I really don't think they try tracking it down to be honest.

Have you tried requesting a SAR?

With mine, they were dealing with Capital Bank via Currys account and I was successful via the underwriter and not direct with Santander.

It's up to you if you want to request a SAR, with this the fee is £10 cheque or postal order, but if they're unable to find anything they MUST return your payment.

If you want to do this, and require the SAR template letter, please let us know and one of us will be more than happy to provide this for you.

My old loans via Lloyds yes they were standard offers and it now appears that not all banks offer this.

[di30]

Re: Old loan

What I mean is that the complaint dept, I really don't think they check anything with the Data dept, more-so if an old account, but I did receive the relevant info back, or enough to have the complaint dealt with, a fob off I think.

Maybe it's worth a try you doing this (SAR), but it's up to you of course x

[Theoldbag]

Re: Old loan

I tried to Sar them before doing the complaint and the Sar turned up nothing at all

So - Being what I thought was rather clever - I SAR'd the RBS where Abbey took their loan direct debits from and got copy statements showi g the Abbey transactions and used these for the Santander claim

End of the road on this one me thinks

[di30]

Re: Old loan

Who is the insurer of the loan?

I had to end up going this avenue to be successful, despite the fact I ended up with more info to forward on to Santander, they couldnt be too bothered to be honest, so I requested details of the insurer/underwriter, mine would be different to your's as with being a different account with another business, but Santander on request must confirm who this was, maybe worth another shot.
And this is then avenue the FOS would also suggest if the account is so old where the business may not have been regulated by the FSA.

Do you know if your's were FSA through Abbey at the time it was taken out?
If so you can complain to the FOS, or again as said above the insurer avenue.

The final letter should confirm who to complain to next, the FLA was suggested to me by Santander, despite at the same time me forwarding on the complaint to them they not all that much cop in my opinion, as you have to forward information that the original business have not already seen.

I would try finding out who the insurer was for each loan you had.
As soon as you know message me and I can forward a letter I done myself for the underwriter.

[Theoldbag]

Re: Old loan

Thanks Di. You are a star.

How do I check when Abbey were regulated? Can I ring the FOS and just ask?

I will check with santander re insurer and get back to you.

Take care

[di30]

Re: Old loan

Hi there

Sorry for the delay.

I don't think they would have been FSA regulated, but before that some banks adopted the organisation called GISC, but not all, because FSA taken over from these on 14 Jan 2005 (Sorry didnt think of this earlier), the final letter you receive should confirm who regulated them, but otherwise the FOS can check this out for you.

I take it you have not received a final decision from Santander then, because they said about any further info to forward on to them for them to consider? Or they would have stated the regulator or if there wasnt one?

If they were regulated by GISC, the FOS should be able to take on the complaint just like as if they were FSA regulated, but otherwise it will be the insurer/underwriter who mainly had regulation where the FOS can still look into the complaint x