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Complaint upheld but setting off to third party
Hi all. New here. Have a real problem with my PPI complaint and don't know what the next move is.
I submitted a claim to Canada Square Operations for a PPI claim on an old Egg loan. I heard back on 16th July that my complaint had been upheld and my total redress was £4589.25.
It also stated that 'as your account is still open, your account will be credited with £940.91 within 20 working days of our receipt of your signed acceptance form, to put your loan in the position it would have been in had you not taken PPI'.
I replied, saying my account with them was not still open, and had been closed many years ago when they sold the loan on.
They replied, saying they 'can confirm the adjustment amount is not being paid into an account open with Canada Square Operations. The adjustment is being paid into your open account with Arrow Global Receivables Management Limited (Arrow). Arrow took charge of the account in May 2005, the information we received from them on 3 July 2014 indicated the account was still open and had an outstanding balance'.
i.e. they're setting it off to a third party.
Since then I've tried in vain via email and phone calls to them to explain that in accordance with the Financial Ombudsman's guidelines and case law that they have no right to set off to a third party company. They simply will not listen, and keep insisting that it's legal and what they are required to do by law.
In addition, shortly after this PPI claim began, I settled what I owed to Arrow Global with a Full and Final settlement, and have a letter from their solicitors, Restons, stating that my account with them has been concluded.
I phoned Canada Square a couple of weeks ago asking them to verify with Arrow Global that my account has been settled, and when I phoned them back today they said they'd contacted Arrow Global who told them a balance was still owed. None of this should matter anyway, but I just want this resolved as it's already dragged on for months.
What's my next move? In my last two emails to Canada Square I threatened legal action. Can I simply file a claim using Money Claim Online for the full amount owed?
I submitted a claim to Canada Square Operations for a PPI claim on an old Egg loan. I heard back on 16th July that my complaint had been upheld and my total redress was £4589.25.
It also stated that 'as your account is still open, your account will be credited with £940.91 within 20 working days of our receipt of your signed acceptance form, to put your loan in the position it would have been in had you not taken PPI'.
I replied, saying my account with them was not still open, and had been closed many years ago when they sold the loan on.
They replied, saying they 'can confirm the adjustment amount is not being paid into an account open with Canada Square Operations. The adjustment is being paid into your open account with Arrow Global Receivables Management Limited (Arrow). Arrow took charge of the account in May 2005, the information we received from them on 3 July 2014 indicated the account was still open and had an outstanding balance'.
i.e. they're setting it off to a third party.
Since then I've tried in vain via email and phone calls to them to explain that in accordance with the Financial Ombudsman's guidelines and case law that they have no right to set off to a third party company. They simply will not listen, and keep insisting that it's legal and what they are required to do by law.
In addition, shortly after this PPI claim began, I settled what I owed to Arrow Global with a Full and Final settlement, and have a letter from their solicitors, Restons, stating that my account with them has been concluded.
I phoned Canada Square a couple of weeks ago asking them to verify with Arrow Global that my account has been settled, and when I phoned them back today they said they'd contacted Arrow Global who told them a balance was still owed. None of this should matter anyway, but I just want this resolved as it's already dragged on for months.
What's my next move? In my last two emails to Canada Square I threatened legal action. Can I simply file a claim using Money Claim Online for the full amount owed?
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