An old complaint

[joneshousehold]

In 2002, we had a dog of a battle with Pearl.

We had an assurance policy with them that matured. When the chap turned up to try and sell us another policy in the run up to the maturity he seemed a little sheepish. It was a little while before we found out why!

It seemed that when we last changed banks (OK so we are regulars at complaining and taking our business elsewhere!) we sent them 2 new direct debits, one for each policy that we had at the time. Sadly only one was activated. We didn't notice and they never wrote and told us. The policy became 'paid up' and so on the maturity date we only got back the amount we had paid in.

We complained (bit of an understatement) got fobbed off and took it to the Ombudsman. At the Ombudsman's Office we spoke to the rudest person we have ever dealt with. It is difficult to believe even now. We complained (again) this time to the Ombudsman's Office about their staff and were told we had identified a training need with the member of staff which we thought was a bit of an understatement. Anyway the gist of the Ombudsman's review was that we should have realised when we checked our bank statements.

We quoted all sorts of legislation and case law but they were not interested. We were offered a settlement of 50% of the difference between what we would have received and what we did receive. We were still nearly £2000 down on the deal but had no other choice so we took it.

We did not accept it was final settlement. I fact we told Pearl the payment would do for now but we reserved the right to go back.

So, are there any fantastic brains out there who have got any ideas for how we can reopen this because we are always willing to have another go whilst it's still within time.

[Loula]

Not sure you can.

Let me think about it, but I think it may be dead now.

LOULA