RBS Credit Card: Mis-sold PPI via postal application, the "Non Advised" argument...

[JonP]

Newbe to this great forum.....

Just had a mis-sold PPI complaint turned down by RBS. Has anyone had any success challenging the “non-advised” argument on mis-sold credit card PPI when sold through a personalised invitation by post?

My Situation:

• I received a personalised invitation to apply for a RBS Platinum Credit Card in February 2001. It was a time limited “TRANSFER AND SAVE DEAL” with no fees, low interest on purchases and balance transfers for 1 year. At time customer of RBS Group for 16+ years.

• Desperate to save money as loaded another credit card quite high after moving to a new home, hence the offer was very attractive.

• At time of application employed full time for 16+ years, still with same employer today. VERY generous benefits package covering everything. Absolutely no need for PPI.

• The credit card application said “We strongly recommend you take out PPI Insurance, just tick this box”. There was no cost indicated for PPI on the form I signed despite the section above for a Card Protection Plan clearly stating the annual cost for that. I really don’t remember ticking the box but the form clearly shows it is ticked L. The tick does look a tiny bit different to the other ticks.

My Questions:

• Above the box requesting PPI I hand wrote “Policy Still Running”. These are not the best words in hindsight but I was trying to say I already had sufficient cover. Could there be a case here?

• I don’t ever remember seeing any policy documentation but RBS have sent me a copy of this and said it was provided. The card I applied for is a Platinum card yet the policy they sent me a copy of is for a classic card and gold card only. Could there be a case here?

• There is a statement in the policy they sent stating that “all cover under this policy will end and all monthly benefits will stop automatically when you miss paying three continuous monthly premiums”. I was charged PPI in month 1, 2, 3 then they appear to have failed to add PPI premiums for three consecutive months (despite there being a large balance). PPI premium re-appeared again from month 7 and for many years until I had to cancel the insurance in June 2009 due to financial hardship. Could there be a case here?

I would really appreciate any thoughts
Many thanks

[di30]

Re: RBS Credit Card: Mis-sold PPI via postal application, the "Non Advised" argument.

Newbe to this great forum.....

Just had a mis-sold PPI complaint turned down by RBS. Has anyone had any success challenging the “non-advised” argument on mis-sold credit card PPI when sold through a personalised invitation by post?

My Situation:

• I received a personalised invitation to apply for a RBS Platinum Credit Card in February 2001. It was a time limited “TRANSFER AND SAVE DEAL” with no fees, low interest on purchases and balance transfers for 1 year. At time customer of RBS Group for 16+ years.

• Desperate to save money as loaded another credit card quite high after moving to a new home, hence the offer was very attractive.

• At time of application employed full time for 16+ years, still with same employer today. VERY generous benefits package covering everything. Absolutely no need for PPI.

• The credit card application said “We strongly recommend you take out PPI Insurance, just tick this box”. There was no cost indicated for PPI on the form I signed despite the section above for a Card Protection Plan clearly stating the annual cost for that. I really don’t remember ticking the box but the form clearly shows it is ticked L. The tick does look a tiny bit different to the other ticks.

My Questions:

• Above the box requesting PPI I hand wrote “Policy Still Running”. These are not the best words in hindsight but I was trying to say I already had sufficient cover. Could there be a case here?

• I don’t ever remember seeing any policy documentation but RBS have sent me a copy of this and said it was provided. The card I applied for is a Platinum card yet the policy they sent me a copy of is for a classic card and gold card only. Could there be a case here?

• There is a statement in the policy they sent stating that “all cover under this policy will end and all monthly benefits will stop automatically when you miss paying three continuous monthly premiums”. I was charged PPI in month 1, 2, 3 then they appear to have failed to add PPI premiums for three consecutive months (despite there being a large balance). PPI premium re-appeared again from month 7 and for many years until I had to cancel the insurance in June 2009 due to financial hardship. Could there be a case here?

I would really appreciate any thoughts
Many thanks

Hi and welcome

Can you tell if the PPI was manually done by you, or bank inked?
Back years ago, many of them were pre-ticked/marked, and if this applies to you, then it may have been the case that you assumed it was part of the package, because you were not informed of it being any other way (if you get my drift) and the fact they have said non-advised, you could also bring this into the equation.

If you've had the final rejection, before you decide the FOS avenue, it may be worth writing to the Manager (CEO) Chief Executive Officer and raise your concerns with him/her.
Tell the CEO your not happy with being rejected a genuine complaint and have enclosed some copies of information (anything you have to prove your case). (You mentioned about writing something about "Policy still running" enclose that part of the information and if you have the original copy of your complaint letter/complaint form, enclose that as well.
Give as much info as possible, and state you do not feel the complaints section are taking your complaint seriously, and you asking if this matter could be looked info further by him/her and let you know the outcome by 14 days of your letter, as otherwise you will have to consider taking further action to get the matter resolved.

I note you said about financial hardship, did you arrange any payment plans with the bank due to this?
If your account was forwarded on to their collections dept etc, they would have also included your PPI within the balance, and if this is the case, you would not have been able to make a claim for sickness/unemployment anyway, (due to the fact of not being able to afford the full monthly payments).
So, if this applies then the PPI would be worthless to you anyway, so they should realistically remove the PPI from any finance owed with them, to bring the balance owed down.

Do not leave it there though, stand your ground.

[JonP]

Re: RBS Credit Card: Mis-sold PPI via postal application, the "Non Advised" argument.

Thank you for some views Di.

In the RBS rejection letter they have provided a copy of the application form I signed and this does show a tick in the box. The tick does look different to the others on the form but it is very subjective. I cannot see what incetive someone would have to tick this when it was returned in the post. The finacial hardship was just a shortage of cash due to the patter of tiny feet and me trying to reduce all non-essential outgoings.

The rejection letter does not appear to be a final response yet they do say (a) I can take this to the FOS or (b) if I have any additional evidence then they would be pleased to review it. I am working up a letter at the moment.

This is where I am at the moment, I would appreciate any comments:

Credit Card Application Form
Having been a long standing current account holder and customer of RBS Group since starting work in 1986 (and still to this day), I received by mail a time limited and personalised invitation to apply for a Platinum Reserve Card guaranteeing a credit limit of £4,500 with no annual fee and very low APR on purchases and balance transfers fixed until 1st January 2002. This was described as a “Transfer and Save” offer by yourselves and this can been seen on my first statement dated 20^th March 2001. It seemed reasonable at the time to assume you were providing me with advice about what I should do, even if that was not your intention.

At the time, and having recently moved home, the offer to reduce outgoings by transferring and spreading outstanding house relocation costs from my Barclaycard to a much lower APR was very attractive as the debit could be cleared faster. This transfer to Barclaycard for £1,650.00 is shown on the application form and you will note my repayments of £200, £1,000, £200, £200 and £100 during months 1, 3, 4, 5 and 6 respectfully. A secondary reason the invitation was attractive is I already held a VISA, holding a Mastercard as well would allow me to take even greater advantage of the convenient protection afforded by the Consumer Credit Act when buying more expensive goods and services.

The application form clearly stated that RBS “strongly recommended that payment protection insurance (PPI) is taken out” yet the optional nature of this insurance, detail of this insurance or any costs were not provided to allow an informed decision to be made. I note that I indicated on the application form by stating “POLICY STILL RUNNING” that I already considered I had suitable cover; as I have state in previous correspondence my employer, who I remain with till this day provides a very generous benefits package including death-in-service benefit, critical illness cover, personal accident insurance, and permanent health insurance. This reduced the importance of the accident, sickness and life cover provided by the payment protection insurance policy.

You state this was sold on a non-advised basis, I do not agree. Additionally, soon after receiving the card and in order to activate it I do have recollection of a telephone conversation where the subject of PPI was raised by RBS during that call, I request that you review your communication log and call transcripts.

I also note that, unlike the case with PPI, the cost associated with the Card Protection Plan is clearly indicated on the application form, it does not seem fair that this information was not provided for PPI.

Certificate of Insurance
The Certificate of Insurance you have kindly provided in your recent correspondence which explains how the policy works and that you say was provided to confirm that I had applied for Payment Protection Insurance, I do not recall receiving andhave no record of it. I acknowledge that this could have been misplaced in a house move last year so cannot be sure it was never provided.

Having lookedat that policy today in some detail it seems to only be applicable to the Classic Card and Gold Card. Can you confirm that this policy is also applicable to the Platinum Reserve Card?

Credit Card Statement
You have kindly provided me with copies of two statements dated 19th October 2001 and 19th June 2009 that you say show the premium for Payment Protection Insurance. If I could draw your attention to the enclosed three consecutive months of statements nearer to the time the card was taken, you will see that between 19th May 2001 and 19th August 2001 that despite a considerable card balance there is no reference to a premium for Payment Protection Insurance.

Additionally, I note, Section 7 of the copy of Certificate of Insurance you have provided clearly states that all cover under this policy will end and all monthly benefits will stop automatically when you miss paying three continuous monthly premiums. If this is correct, then even by your own PPI Terms, I have been charged for something I did not have and additionally would not benefit from.

[Karina]

Re: RBS Credit Card: Mis-sold PPI via postal application, the "Non Advised" argument.

Hi

I've read this thread with interest as exactly the same thing has happened to me only today. Searching the internet I have found this http://www.financial-ombudsman.org.u...-approach.html - scroll down to case study 5 - because the wording on the application stated “we strongly recommend you take out this PPI” the ombudsman concluded that the sale was actually "advised".

Hope I've read it correctly - not sure exactly what to do next - any ideas?

[di30]

Re: RBS Credit Card: Mis-sold PPI via postal application, the "Non Advised" argument.

Thank you for some views Di.

In the RBS rejection letter they have provided a copy of the application form I signed and this does show a tick in the box. The tick does look different to the others on the form but it is very subjective. I cannot see what incetive someone would have to tick this when it was returned in the post. The finacial hardship was just a shortage of cash due to the patter of tiny feet and me trying to reduce all non-essential outgoings.

The rejection letter does not appear to be a final response yet they do say (a) I can take this to the FOS or (b) if I have any additional evidence then they would be pleased to review it. I am working up a letter at the moment.

This is where I am at the moment, I would appreciate any comments:

Credit Card Application Form
Having been a long standing current account holder and customer of RBS Group since starting work in 1986 (and still to this day), I received by mail a time limited and personalised invitation to apply for a Platinum Reserve Card guaranteeing a credit limit of £4,500 with no annual fee and very low APR on purchases and balance transfers fixed until 1st January 2002. This was described as a “Transfer and Save” offer by yourselves and this can been seen on my first statement dated 20^th March 2001. It seemed reasonable at the time to assume you were providing me with advice about what I should do, even if that was not your intention.

At the time, and having recently moved home, the offer to reduce outgoings by transferring and spreading outstanding house relocation costs from my Barclaycard to a much lower APR was very attractive as the debit could be cleared faster. This transfer to Barclaycard for £1,650.00 is shown on the application form and you will note my repayments of £200, £1,000, £200, £200 and £100 during months 1, 3, 4, 5 and 6 respectfully. A secondary reason the invitation was attractive is I already held a VISA, holding a Mastercard as well would allow me to take even greater advantage of the convenient protection afforded by the Consumer Credit Act when buying more expensive goods and services.

The application form clearly stated that RBS “strongly recommended that payment protection insurance (PPI) is taken out” yet the optional nature of this insurance, detail of this insurance or any costs were not provided to allow an informed decision to be made. I note that I indicated on the application form by stating “POLICY STILL RUNNING” that I already considered I had suitable cover; as I have state in previous correspondence my employer, who I remain with till this day provides a very generous benefits package including death-in-service benefit, critical illness cover, personal accident insurance, and permanent health insurance. This reduced the importance of the accident, sickness and life cover provided by the payment protection insurance policy.

You state this was sold on a non-advised basis, I do not agree. Additionally, soon after receiving the card and in order to activate it I do have recollection of a telephone conversation where the subject of PPI was raised by RBS during that call, I request that you review your communication log and call transcripts.

I also note that, unlike the case with PPI, the cost associated with the Card Protection Plan is clearly indicated on the application form, it does not seem fair that this information was not provided for PPI.

Certificate of Insurance
The Certificate of Insurance you have kindly provided in your recent correspondence which explains how the policy works and that you say was provided to confirm that I had applied for Payment Protection Insurance, I do not recall receiving andhave no record of it. I acknowledge that this could have been misplaced in a house move last year so cannot be sure it was never provided.

Having lookedat that policy today in some detail it seems to only be applicable to the Classic Card and Gold Card. Can you confirm that this policy is also applicable to the Platinum Reserve Card?

Credit Card Statement
You have kindly provided me with copies of two statements dated 19th October 2001 and 19th June 2009 that you say show the premium for Payment Protection Insurance. If I could draw your attention to the enclosed three consecutive months of statements nearer to the time the card was taken, you will see that between 19th May 2001 and 19th August 2001 that despite a considerable card balance there is no reference to a premium for Payment Protection Insurance.

Additionally, I note, Section 7 of the copy of Certificate of Insurance you have provided clearly states that all cover under this policy will end and all monthly benefits will stop automatically when you miss paying three continuous monthly premiums. If this is correct, then even by your own PPI Terms, I have been charged for something I did not have and additionally would not benefit from.

Hi Jon

Sorry for the late response.

Have you gone further with this one please? I note it wasnt the final decision so just wondered as there is always the CEO of the business as well, if the complaints team do not agree with your complaint.

[di30]

Re: RBS Credit Card: Mis-sold PPI via postal application, the "Non Advised" argument.

Hi

I've read this thread with interest as exactly the same thing has happened to me only today. Searching the internet I have found this http://www.financial-ombudsman.org.u...-approach.html - scroll down to case study 5 - because the wording on the application stated “we strongly recommend you take out this PPI” the ombudsman concluded that the sale was actually "advised".

Hope I've read it correctly - not sure exactly what to do next - any ideas?

Hi and welcome

Have you got the actual letter you received off them, so we can work on this for you please?

[JonP]

Re: RBS Credit Card: Mis-sold PPI via postal application, the "Non Advised" argument.

Hi Di,
I have just returned from holiday and back on project PPI as RBS have rejected my challenge.

RBS say:

1. It was a non advised sale and although they strongly recommended i take the insurance it was my responsibility to assess the suitability of the product in relation to my needs.

2. i was provided with the cancellation rights in the certificate of insurance which further demonstrated that the policy was optional. If I had any concerns it is reasonable to expect that i raised them at an earlier stage or excercised my rights to cancel sooner.

3. The absense of them taking 3 consecutive months of PPI premiums was due to an error that occured in the banks systems around that time. These would not be classed as "missed payments" under their PPI terms and conditions and hence i would have still been able to benifit from the policy.

Having spoken to FOS they have told me what forms i need to complete and send them. This is still WIP. I guess i am now in for the long haul through FOS :-(

[di30]

Re: RBS Credit Card: Mis-sold PPI via postal application, the "Non Advised" argument.

Hiya

Thanks for posting this up.

Sounds standard and generic to me, so the usual rejection they give customers.

For one they need to take in your reasons account, the fact that is was non-advised and they say it was your responsibility etc, also the fact of being provided with cancellation rights etc is a total fob off!

And not everyone were aware of these rights until recent years, or obviously we would have raised these issues with the banking business at an earlier time.

I note that you are making a start with the FOS, good luck there.
Did you also write or email to the CEO with the banking business?

[Angry Cat]

Re: RBS Credit Card: Mis-sold PPI via postal application, the "Non Advised" argument.

Please, also bear in my that RBS subscribed to both the ABI and GISC codes!

[JonP]

Re: RBS Credit Card: Mis-sold PPI via postal application, the "Non Advised" argument.

Please, also bear in my that RBS subscribed to both the ABI and GISC codes!

Angry Cat, what does this actual mean?

[JonP]

Re: RBS Credit Card: Mis-sold PPI via postal application, the "Non Advised" argument.

Hiya

Thanks for posting this up.

Sounds standard and generic to me, so the usual rejection they give customers.

For one they need to take in your reasons account, the fact that is was non-advised and they say it was your responsibility etc, also the fact of being provided with cancellation rights etc is a total fob off!

And not everyone were aware of these rights until recent years, or obviously we would have raised these issues with the banking business at an earlier time.

I note that you are making a start with the FOS, good luck there.
Did you also write or email to the CEO with the banking business?

Di
I didnt think about the RBS CEO route, maybe I should try that before FOS.
Any tips on how to start that letter and where i could get an address for Ross McEwan?

I notice Ross has only just taken up the RBS CEO role this week, maybe i should give him a week or two to get settled into his new job before esculating this complaint

Ross McEwan

[Angry Cat]

Re: RBS Credit Card: Mis-sold PPI via postal application, the "Non Advised" argument.

Angry Cat, what does this actual mean?

It means that even before the FSA took over the, so called, Regulation of selling PPI (General Insurance) in 2005.
RBS had to comply with the Association of British Insurers (ABI) & the GISC codes relating to the sale of PPI (General Insurance) prior to 2005.

[JonP]

Re: RBS Credit Card: Mis-sold PPI via postal application, the "Non Advised" argument.

It means that even before the FSA took over the, so called, Regulation of selling PPI (General Insurance) in 2005.
RBS had to comply with the Association of British Insurers (ABI) & the GISC codes relating to the sale of PPI (General Insurance) prior to 2005.

Angry Cat,
I am way out my depth here; My RBS credit card was taken out in 2001 and if you say prior to 2005 RBS had to comply with ABI and GISC codes could there be another avenue on the "non advised" line they are taking with the GISC Codes? I've just read these.

The GISC Codes
The General Insurance Standards Council (GISC) promised in its Code that its members would:

- act fairly and reasonably when we deal with you [the customer];

- make sure that all our general insurance services satisfy the requirements of this Private Customer Code;

- make sure all the information we give you is clear, fair and not misleading;
"Personalised invitation for credit card with guaranteed credit limit, strongly recommending you take out PPI...."
"Provide no information about this insurance at the time of application and no indication of cost"

- avoid conflicts of interest or, if we cannot avoid this, explain the position fully to you;

- give you enough information and help so you can make an informed decision before you make a final commitment to buy your insurance policy.
"Provide no information about this insurance at the time of application and no indication of cost". RBS say I was given all the information after I took out the credit card and had 30 days to cancel if it didn't meet my needs"

This is the GISC Provision that caught my eye as RBS are claiming "non-advised" yet they say on their application form we strongly recommend...

[GIST Provision 3.5] If we give you any advice or recommendations, we will:

- only discuss or advise on matters that we have knowledge of;

- make sure that any advice we give you or recommendations we make are aimed at meeting your interests; and

- not make any misleading claims for the products or services we offer or make any unfair criticisms about products and services that are offered by anyone else

[Angry Cat]

Re: RBS Credit Card: Mis-sold PPI via postal application, the "Non Advised" argument.

JonP, now you're thinking...!

RBS, invited many to take out Credit Cards and their associated, recommended (rubbish) PPI, which apparently provided 'Peace of Mind'!?
The 'many' included individuals under the age of 18, dogs and cats etc.,

However, the Royal Bank should have known better as they did have to comply with the ABI code re: the selling of general insurance. Because at that time that voluntarily subscribed to it.
The Royal Bank, also later subscribed the the GISC code; same applied.

Of course, RBS know all of this...their shame:
http://www.telegraph.co.uk/finance/n...ll-of-RBS.html

[JonP]

Re: RBS Credit Card: Mis-sold PPI via postal application, the "Non Advised" argument.

Shame on RBS. I am wondering as they are now state owned does this mean a FOI request can be filled and they would have to comply?

Here is the letter I have draft and propose sending.....

Chief Executive Officer
Royal Bank of Scotland plc,
1 Hardman Boulevard
Manchester
M3 3AQ


Mis-Selling of Payment Protection Insurance

Dear Sir,

Having recently complained on a matter relating to the mis-selling of Credit Card Payment Protection Insurance, and having been declined, I feel it is necessary to escalate the unacceptability of the Royal Bank of Scotland default stance being taken by claiming that your processes for all sales of PPI were made on a “non-advised” basis and that your process was designed to ensure that each customer was provided with sufficient information about the product to be able to make an informed decision about whether or not to purchase it.

I firmly believe PPI was mis-sold to me in 2001 and, like many other cases, RBS have declined my case on “non-advised grounds”. Such rejection highlights the situation that you refuse to accept - that the levels of information given to customers at the point of sale fails to meet the standards subsequently confirmed by the FSA and the FOS (as clarified through the judicial review proceedings) to enable them to make informed purchase decisions.

As a member of the General Insurance Standards Council (GISC) when the policy was sold in 2001 you also promised through its code that; you would give your customers enough information and help so they can make an informed decision before they make a final commitment to buy an insurance policy, [GISC Principle 3.5] if you gave any advice or recommendations, that you will (a) only discuss or advise on matters that you have knowledge of; (b) make sure that any advice you give or recommendations you make are aimed at meeting your customers interests; and (c) not make any misleading claims for the products or services you offer. Additionally you also promised; [GISC Principle 3.4] that you will give full details of the costs of your insurance.

I find it totally unacceptable that you can contact existing loyal customers like myself, personally inviting them for a limited time to apply for a credit card with a guaranteed credit limit, attractive incentives such as no annual fee / low APR and use this application process as a mechanism to sell Payment Protection Insurance in a manner which does not reflect customer interests and does not allow for the customer to make an informed decision about the suitability of the product at that time. In particular, your application and communication process:

• “Strongly recommending payment protection insurance is taken out” by ticking a box is unfair and misleading as existing customers who received personalised invitations like me interpreted this as clear advice regarding something we should do in our best interests.

• Provided NO information at the point of sell regarding what payment protection insurance was, how it worked, any associated cost, any conditions, any exclusions and any cancellation rights. This is misleading and does not pay due regard to the information needs of your customers and doesn’t help them to make an informed decision.

• Your process of providing a certificate of insurance after the point sell to confirm payment protection insurance had been requested and accepted falls short of providing clear communications and is unfair when vulnerable customers like me have no records of every being provided with this information and the insurance is clearly unsuitable and not in my best interest.

• Your personalised invitation to apply for a credit card fails to indicate that payment protection insurance is optional, this is unfair and misleading especially when you consider there is plenty of room on the credit card application form to have made this clear.

• Your position that providing a certificate of insurance detailing cancellation rights buried within Section 7 (termination and cancellation) of the policy “demonstrates the optional nature of the insurance” is totally unacceptable and significantly falls short of providing clear communications to your customers.

• Your personalised invitation to apply for a credit card fails to indicate that payment protection insurance has any associated cost and what that is, this is unfair and misleading, and also falls significantly short of providing clear communications to your customers. I note you clearly state the annual cost of a Card Protection Plan on your application form and despite plenty of room subsequently fail to mention anything regarding the cost of Payment Protection Insurance. I also note that the certificate of insurance, Section 8 (Premiums) within the insurance policy allows you to vary any associated premiums for insurance without notice, this is unfair.

• Your monthly statements do itemise Payment Protection Insurance yet on the reverse of the statements despite considerable detail being provided about interest charges and fess you fail to provide any information about what payment protection insurance is, that it is optional and how its cost is calculated.

In my particular case where I hand wrote a note on the application form stating that I already had suitable cover you failed to recognise this and at the time failed to question this further. It wasn’t until a period of considerable financial hardship that I was made aware of my rights to cancel this insurance and exercised that right in June 2009. It was only recently when you terminated my credit card without consulting me “due to recent inactivity on the account and in order to reduce your risk” that I was made aware what this insurance was and that it was mis-sold as it was unsuitable for me and not in my best interest. I subsequently raised a formal complaint.

I pointed out that soon after receiving the card in 2001, and in order to activate it there was a notice on the card to call a number. I do have recollection of a conversation after the activation process where the subject of PPI was raised by your member of staff. This was a high pressure discussion and I requested that you review your communication log and call transcripts and to date have received no explanation. I also recall a similar high pressure conversation in 2009 when I telephoned to cancel the policy and at that time I was informed I could only cancel by giving notice in writing. I gave this notice in June 2009.

I would also like to highlight that to date I have not received a satisfactory explanation regarding a particular aspect of your insurance terms and conditions; A copy of said terms that were supposedly sent to me in 2001 (which do not relate to the Platinum Card) were subsequently provided to me in July 2013. In Section 7 – How do these terms end? (Termination and Cancellations) It clearly states that all cover under this insurance will end and all monthly benefits will stop automatically when you miss paying three consecutive monthly premiums - I have received no explanation as to how this right can be exercised.

I am aware that an error occurred with the banks systems around the time I took out my credit card and was sold the PPI. This error between 19th May 2001 and 19th August 2001 resulted in three consecutive monthly insurance premiums being missed yet you insist this type of ‘three consecutive missed monthly premiums’ is not classed as “missed payment” under your own terms and conditions. Had this insurance automatically cancelled then I have no doubt you would have re-contacted your customers, had this have been the case it would have been clear that the insurance was unsuitable for me and I would not have taken it as it would not have been in my best interest.

In line with your complaints process I would like to escalate my complaint and request a senior review. I would like to know the outcome of this review within 14 days of this letter.

If my complaint is not upheld I require your response to be clearly marked as your final response. I also seek your written permission at that time to release copies of all your correspondence to date in relation to this complaint to the Financial Ombudsman Service, this correspondence is marked Private & Confidential.

Yours faithfully,
A very unhappy bunny