Bhs gold card help

[Bazza]

Re: Bhs gold card help

Hi ,

OH received some more details in post today, still late and she has noted for later complaint :tinysmile_twink_t2:

Just looking through details sent and can see that Credit agreement Account cover box is un-ticked. Also the underwriters are a company called Financial Insurance Company, does anyone know if they are still the same company ?

Also they have submitted a list of account notes from day one but only a few statement details - should she be asking why there are not more ?

Shall she also still submit a PPI complaint to Santander, even though GE Capital were unregulated prior to 2005 ? I can just about read at the bottom of copy Key Facts policy summary supplied, something about the Financial Services Compensation Scheme ?

Cheers

[Bazza]

Re: Bhs gold card help

Sorry but can someone kindly assist what to do next thanks.

[L'pool64]

Re: Bhs gold card help

Hi Bazza,

for or your information, extract below from the net.

"Genworth and Genworth Financial are the trading names of Financial Insurance Company Limited, Financial Assurance Company Limited, both authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, and Financial Insurance Group Services Limited which is authorised and regulated by the Financial Conduct Authority."

I would give the information Commissioners office a call and ask them what you should do/can do to get Santander to comply. I have found them to be extremely helpful and I have just today sent a complaint about another company off to them.

Lastly, if you have a reasonable idea of how much is owed to you by Santander, you could have a look at the small claims court process.

best regards,

:beagle:

[Bazza]

Re: Bhs gold card help

Hi Bazza,

for or your information, extract below from the net.

"Genworth and Genworth Financial are the trading names of Financial Insurance Company Limited, Financial Assurance Company Limited, both authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, and Financial Insurance Group Services Limited which is authorised and regulated by the Financial Conduct Authority."

I would give the information Commissioners office a call and ask them what you should do/can do to get Santander to comply. I have found them to be extremely helpful and I have just today sent a complaint about another company off to them.

Lastly, if you have a reasonable idea of how much is owed to you by Santander, you could have a look at the small claims court process.

best regards,

:beagle:

Ok L'pool64,

Thanks for your comments as always.

I think I will tell OH to first send a failed SAR letter and also speak to ICO in the meantime.

She does have some other statements but not all of them, but what I cannot understand is that Satander seem to have sent computer generated statement details but they seem to be ad hoc months i.e. March, April, then December 2004 etc if you know what I mean.

Bazza

[Bazza]

Re: Bhs gold card help

Well my OH received the attached further response today (letter dated 17th October 2014 ?) regarding request for further info.

Is this just another typical Santander reply ?

I have been keeping a note of and paper trail dates, is it time for a complaint to CEO and ICO ?

They have not even attempted to at least acknowledge or provide a response to questions asked in respect of lack of documentation originally provided including policy and Underwriter details.

Cheers

Bazza

[Victoria27]

Re: Bhs gold card help

Yes, Bazza, that is their standard reply.
My dear L'pool, thank you for your kind words. I am sorry, I did not see your post before and did not reply.
Yes, Santander are indeed, consistent in failing us in every way
So we have to be consistent in fighting them

Bazza, I think, the most important fact is that the box is un-ticked.

That is very helpful for your case.

V

[Bazza]

Re: Bhs gold card help

Yes, Bazza, that is their standard reply.
My dear L'pool, thank you for your kind words. I am sorry, I did not see your post before and did not reply.
Yes, Santander are indeed, consistent in failing us in every way
So we have to be consistent in fighting them

Bazza, I think, the most important fact is that the box is un-ticked.

That is very helpful for your case.

V

Sorry V playing catch-up with my replies, was working last night so many thanks as always for your comments.

Well I have just been to the post office and sent by recorded delivery a complaint to SAR department again and also submitted a PPI complaint for my OH on what details she had.

I believe I had mentioned before how frustrating Santander are to deal with ! Even when I have spoken to them, they are not very helpful and are very difficult in providing any reasonable response.

Is it correct what they say about the 6 year data comment ? Surely they should have something in place then if anything has been destroyed ?

What I cannot understand is that they can provide an original application from 2000 but no records of statements or transaction details around the same time.

Is there anything my OH can do about this ? Is it worth sending a complaint to the ICO ?

Cheers

Bazza

[Victoria27]

Re: Bhs gold card help

Yes, Bazza, unfortunately, 6 years is a legal requirement. They can use it to their advantage. Most of the banks still keep the data, however Santander use that 6 years like it a lot as they like. I am sure if there was some information in their favour, but not yours, all would have be available, but, otherwise, 6 years is a good excuse.
And yes, very often they still have an application form.
I understand, the application form of you OH exists and the relevant PPI box was not ticked. That is a very good news and a sufficient support for your case.
I can write a doctoral theses about how frustrating Santander can be.
I had to deal with 9 companies, some were better, some worse, but none can compete with Santander, they certainly are in the league of their own.
So with them you have to have a particular ammunition, full of patience and determination.
They make you feel helpless, frustrated, facing a brick wall, that is one of their tactics, which is designed to wear you out and to give up your claim.
That is why it is so important to stay strong.
The memory of the telephone conversations with them still raises my emotional temperature , but it settles down straight away, when I just remind myself that this is over
The frustration will disappear the moment you win your case. It is a great satisfaction, particularly with Santander cases.

[Bazza]

Re: Bhs gold card help

Yes, Bazza, unfortunately, 6 years is a legal requirement. They can use it to their advantage. Most of the banks still keep the data, however Santander use that 6 years like it a lot as they like. I am sure if there was some information in their favour, but not yours, all would have be available, but, otherwise, 6 years is a good excuse.
And yes, very often they still have an application form.
I understand, the application form of you OH exists and the relevant PPI box was not ticked. That is a very good news and a sufficient support for your case.
I can write a doctoral theses about how frustrating Santander can be.
I had to deal with 9 companies, some were better, some worse, but none can compete with Santander, they certainly are in the league of their own.
So with them you have to have a particular ammunition, full of patience and determination.
They make you feel helpless, frustrated, facing a brick wall, that is one of their tactics, which is designed to wear you out and to give up your claim.
That is why it is so important to stay strong.
The memory of the telephone conversations with them still raises my emotional temperature , but it settles down straight away, when I just remind myself that this is over
The frustration will disappear the moment you win your case. It is a great satisfaction, particularly with Santander cases.

Well I certainly will not give-up with them but I find their SAR response letters so very vague and no acknowledgement or answers to any questions raised.

They are the worse that I have dealt with so far, for providing any information or lack of it and just a bog standard reply saying we have no records etc.

So 6 years is correct then as you say but is there anywhere confirming this, as I was under the impression that this was incorrect.

On one of my earlier SAR's they actually cashed the check and sent a letter to me stating that it had been used for searching their systems but sorry we cannot provide any details !

Did you keep asking for information and did you eventually receive it ?

[Victoria27]

Re: Bhs gold card help

I sent for SAR, they at first pretended they did not get my letter, then I proved they did, they apologised, said it was "mislaid" and now was found. Then they sent me what was available. Not that much, but whatever there was I did use.
I heard of 6 years time limit.
A few useful links.

http://www.pcadvisor.co.uk/forums/2/...-bank-records/

http://www.thisismoney.co.uk/money/s...laim-fees.html

http://www.petitionsdirect.co.uk/mor...s-time-limits/

http://ico.org.uk/for_organisations/...protection.pdf

[Bazza]

Re: Bhs gold card help

I sent for SAR, they at first pretended they did not get my letter, then I proved they did, they apologised, said it was "mislaid" and now was found. Then they sent me what was available. Not that much, but whatever there was I did use.
I heard of 6 years time limit.
A few useful links.

http://www.pcadvisor.co.uk/forums/2/...-bank-records/

http://www.thisismoney.co.uk/money/s...laim-fees.html

http://www.petitionsdirect.co.uk/mor...s-time-limits/

http://ico.org.uk/for_organisations/...protection.pdf

Thanks again V

I will have a look and will let you know what further response (if any) I get from Satander.

[Victoria27]

Re: Bhs gold card help

Great. Thank you.
V

[Bazza]

Re: Bhs gold card help

Well yesterday my OH received the attached response (sent by pigeon post) and surprise surprise complaint not up-held.

I wasn't holding much hope on this one but thought I'd give it a go for her. What angers me is that they mention that the insurance was now added during a telephone call on 29 March 2002 in which she does not recall and she had previously requested information part of her SAR but no details were forthcoming.

They could not even confirm when the insurance was added when previously asked until now ? Also they now state that the insurance was upgraded on 18 September, 2003 and again no details were previously provided.

Can anyone help with providing some advice in responding or is my OH just wasting her time with this one as she feels that she will get nowhere again with this lot ?

Thank-you

[Bazza]

Re: Bhs gold card help

Well yesterday my OH received the attached response (sent by pigeon post) and surprise surprise complaint not up-held.

I wasn't holding much hope on this one but thought I'd give it a go for her. What angers me is that they mention that the insurance was now added during a telephone call on 29 March 2002 in which she does not recall and she had previously requested information part of her SAR but no details were forthcoming.

They could not even confirm when the insurance was added when previously asked until now ? Also they now state that the insurance was upgraded on 18 September, 2003 and again no details were previously provided.

Can anyone help with providing some advice in responding or is my OH just wasting her time with this one as she feels that she will get nowhere again with this lot ?

Thank-you

Further to the response, am I correct in saying if it was a non-advised sale why did they telephone to sell the policy later ?

[Bazza]

Re: Bhs gold card help

Also I have just reviewed my OH's docs and see that the policy was taken out with a company called GE Money.

Sorry for silly question but do they still exist and worth contacting re SAR details ? I have found an address for them on their website.

Cheers

Bazza