Firstplus FOS complaint **WON**

**varda** · 8th March 2009 16:20

Has anyone kept a copy of how they worded thier complaint to the fos icon

. I am about to lodge my complaint with them but just wanted to know what sort of format it is best to use. Do you need to quote any legal information etc.

**NitrousOxide** · 8th March 2009 18:49

What is the complaint in relation to?

**varda** · 8th March 2009 19:07

Miss-selling of sigle premium PPI icon

.
We were not advised that PPI could be paid monthly.
I was given full cover despite the fact that I have more than adequate cover with my employer, 12 mths sick pay, a good redundancy icon

package,death in service cover. My husband was covered for life only, he does have cover with his employer but they didn't bother to enquire.
The payment protection insurance was inappropriate for our needs as it only covers the first 5 years of the loans 15 year term.
Underwriting a Policy of Insurance: When the details of a loan were discussed the sales advisor failed to check both our personal circumstances at the time of the sale, which they are under obligation to do when underwriting a Policy of Insurance. At no time was any attempt made to ascertain if the product provided was fit for purpose, suitable for our needs or if indeed it was required at all.
We were subject to the hard selling tactics. We advised the salesman in telephone conversations that we did not want PPI along with the secured loan. The first conversation they did not provide a recording of but theyclaim to have sent all recordings. He spoke very quickly and put Mrs A under extreme pressure to take out the PPI to the extent that she felt the loan would not be granted without their PPI.
True Nature of Single Premium PPI Not Explained: No explanation was forthcoming from any advisor on any occasion on the full extent of single premium PPI policies, or the fact that they would offer little or no refund if the loan was settled early or if the insurance was cancelled.
We believe that the single premium PPI policy attached to the loan accountwas extremely unfair, totally unreasonable and of very limited protection value. We are therefore requested a full refund of all costs including all single PPI premiums that have been paid, the interest added to these premiums and the payments that we have paid to date.
We have written to Firstplus on three occasions (copies are enclosed) requesting a return of the PPI £14326.65 premiums plus interest £9825.75. They responded on 19th February with an offer of an enhanced rebate of the insurance premium. They calculated this as on a pro rata basis of 78% of the insurance premium.
They pointed out that this additional refund was made with no admission of liability by either the insurers or Firstplus and is purely a gesture of goodwill.
We replied on 26th February 2009 refusing their offer and asking for a full response to our previous letters. We also repeated our claim for miss-selling of the PPI.
Firstplus wrote to us with their final response on 3rd March 2009 and still failed to answer the questions that had been put to them in our letters.

I think that sums it up.

**alanalana** · 9th March 2009 01:49

Hello Varda,

Please contact them by phone. They will on your information start to fill in the complaint form and then post it to you for completion. The next step is to fill in the form as completely as possible and sent off all the relevant correspendence between you and the bank or credit card company etc.

Try and make sure all the correspondence is itemised in order of post/receipt or in order of date.(this helps the fos icon

in terms of the timings etc of your complaint).

Try to keep copies of all you send as the FOS actually lost my first bundle fortunately I had backups.

Hope this helps the FOS are helpful and although swamped with cases do produce results as they did for me.

aa

**varda** · 9th March 2009 08:54

Thanks for that Alanalana much appreciated. I have tipped your scales.

**alanalana** · 12th March 2009 02:16

Thank you for the scales tip.

Bit slow to respond as I have had recent bereavment.

Keep up the fight for the right.

aa

**varda** · 16th March 2009 21:19

I posted off my compalint against Firstplus to the fos icon

today. I spoke to them and they said there should be a conclusion within 3-6 months. Now I must sit and wait. Meanwhile I will be reading around and finding out what my rights are on other subjects.

**varda** · 2nd April 2009 19:09

I contacted the fos on 16th of March and they were most helpful when I explained my case. They said they are very busy at present but they have already acknowledged my claim. Shame Firstplus aren't as efficient. The person I spoke to at the FOS said they hope to have a conclusion within 3 to 6 months.
I had a further letter from the FOS yesterday it says they will now ask the business presumably Firstplus further information about the case. They will then pass the complaint to an Adjudicator and they will review the case and consider what I have said and what Firstplus have said. They will then set out their view as to how the complaint should be settled. They pointed out they have a particularly high number of complaints and that it may be a while before an Adjudicator is free to look at my case. They will ensure they keep in touch and will write again within 2 months.
Do you think I should send a copy of their acknowledgement to Firstplus to let them see I have not just gone away and I am taking it further?

**alanalana** · 2nd April 2009 23:15

Hello varda,

I contacted the fos on 16th of March and they were most helpful when I explained my case. They said they are very busy at present but they have already acknowledged my claim. Shame Firstplus aren't as efficient. The person I spoke to at the FOS said they hope to have a conclusion within 3 to 6 months.
I had a further letter from the FOS yesterday it says they will now ask the business presumably Firstplus further information about the case. They will then pass the complaint to an Adjudicator and they will review the case and consider what I have said and what Firstplus have said. They will then set out their view as to how the complaint should be settled. They pointed out they have a particularly high number of complaints and that it may be a while before an Adjudicator is free to look at my case. They will ensure they keep in touch and will write again within 2 months.
Do you think I should send a copy of their acknowledgement to Firstplus to let them see I have not just gone away and I am taking it further?

I would just surprise them

every complaint to the FOS against a bank etc after the first three complaints results in a £500 fee to be paid to the FOS. Cheaper for them to pay that than to forking out costs if they lost in Court mind you. Problem with FOS is takes a long time due to the mass of complaints they get, 500 a week at the moment. Advantage is if you have given them a full history of your complaint with associated paperwork and documentary evidence it is then generally hassle free for you other than the odd letter to respond to or phone call icon

to deal with.

There are arguments for and against FOS and the same for the Courts it is down to the individual to make the call.

aa

**varda** · 19th April 2009 16:24

I have just been looking on the Martin Lewis Money Saveing Expert Forum and there seems to have been a few successful claims via the fos icon

against Firstplus recently. I was wondering if maybe the FOS are looking at Firstplus claims in particular at the moment. I note also that Almost There has been successful without going to the FOS ans very quickly to. Firstplus may have been told something by the FOS!

**alanalana** · 19th April 2009 17:21

I have just been looking on the Martin Lewis Money Saveing Expert Forum and there seems to have been a few successful claims via the fos against Firstplus recently. I was wondering if maybe the FOS are looking at Firstplus claims in particular at the moment. I note also that Almost There has been successful without going to the FOS ans very quickly to. Firstplus may have been told something by the FOS!

Ah yes probably that the Financial Services Authority may be looking at you

**tagal** · 22nd April 2009 09:26

Hi Varda. I am also trying to claim back PPI icon

with the fos icon

help, but from Loans.co.uk. I filled in the form online and then printed it out to sent it to them. I used the wording from the Martin Lewis Site. I must say though when I first sent off the form they said cases are taking 3-9months. I have now been waiting 14 months! I spoke to them yesterday and they still haven't allocated my complaint yet and say they are at the moment still looking at claims sent in to them in January 2008 (mine was sent Feb 2008). So be prepared for a very long wait, but hopefully we will be OK in the end. I will be so upset after waiting this long if they say 'no' I would rather them have told me 14 months ago. Good luck I am sure things will be fine in the end for you.

**varda** · 12th May 2009 18:39

Well I had a letter from the fos icon

today and I have now been allocated an Adjudicator. I think this is very good news as I only lodged my complaint with them on 16/3/09. Maybe there is an Adjudicator looking at Firstplus in general.

**varda** · 20th May 2009 18:34

I received a letter today from the fos icon

and they have upheld my complaint and have advised Firstplus to pay up along with compensation for distress icon

and inconvenience etc. Firstplus have advised the FOS that although they disagree with the FOS findings they are willing to make an offer. They are not however prepared to pay compensation they are making this as an offer of goodwill and without admission of liability.
I have the choice of accepting the offer or refusing and it will go to the Ombudsman for a final decision. The Adjudicator states that if I refuse the offer they consider that the ombudsman are likely to to award the compensation be paid.

I've not calculated what I should be getting from them yet and may need a little help from you wonderful people that have helped and guided me all along.
Thanks to you all.

**alanalana** · 20th May 2009 19:09

I received a letter today from the fos icon

and they have upheld my complaint and have advised Firstplus to pay up along with compensation for distress icon

and inconvenience etc. Firstplus have advised the FOS that although they disagree with the FOS findings they are willing to make an offer. They are not however prepared to pay compensation they are making this as an offer of goodwill and without admission of liability.
I have the choice of accepting the offer or refusing and it will go to the Ombudsman for a final decision. The Adjudicator states that if I refuse the offer they consider that the ombudsman are likely to to award the compensation be paid.

I've not calculated what I should be getting from them yet and may need a little help from you wonderful people that have helped and guided me all along.
Thanks to you all.

**RESULT**

Well done you

Keep us up to date with your decision on accepting or going to the ombudsman for the compensation factor.

aa

**varda** · 20th May 2009 19:26

Hi Alanalana

I am just trying to work out what exactly the amounts are but am not having much luck. If I PM you the details any chance you could work it out please. I am still in shock I think as this has been dealt with so quickly by the fos icon

but I'm not complaining for once.

**pompeyfaith** · 20th May 2009 19:36

Varda I had a similar letter to yours from the fos icon

which I declined so i sent a letter back to the FOS last week instructing them to escalate the complaint to an ombudsman.

My claim to date is £26,870.32 and the CO-OPS offer was £5745.12

So you can see why I turned it down.

Keep up the fight to what is yours.

Regards

PF

**alanalana** · 20th May 2009 20:37

Post retitled to reflect your success

**davidg007** · 21st May 2009 12:30

Originally Posted by varda

I received a letter today from the fos icon

and they have upheld my complaint and have advised Firstplus to pay up along with compensation for distress icon

and inconvenience etc. Firstplus have advised the FOS that although they disagree with the FOS findings they are willing to make an offer. They are not however prepared to pay compensation they are making this as an offer of goodwill and without admission of liability.
I have the choice of accepting the offer or refusing and it will go to the Ombudsman for a final decision. The Adjudicator states that if I refuse the offer they consider that the ombudsman are likely to to award the compensation be paid.

I've not calculated what I should be getting from them yet and may need a little help from you wonderful people that have helped and guided me all along.
Thanks to you all.

Well done varda...another in the eye for firstcrap....

**Dr C** · 21st May 2009 13:55

Well done Varda - Excellent news!!

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