So far as I know nothing on credit files, though interesting according to my noodle account they had stopped reporting since October! So in a fashion this could be viewed as a negative I guess? I don't know about CIFCAS or how I would even find out? They have sent me a printout of payments and it does look dodgy, it is very unclear where this £229 arose from it just suddenly appears in a column marked payment arrears balance. I think it is some sort of charge. They allege it was outstanding debt but it clearly isn't even from what they have sent me. There are £250 in monthly arrear fees in 2009 also. I guess I am out of time to claim these? The paperwork they have sent does not have any account details, name, or any other kind of identifiers on it. It could all be made up for all I know! I think I am going to SAR anyway, it would be interesting to have a look. They have said they are offering £250 "as a result of the poor level of service provided".

When I complained to them I asked for an amount of compensation so assumed they had complied with that. Am I being naïve? They are saying my phone calls hadn't been properly documented but they had obviously listened to them before answering my letter. What could they be hiding?

Got a postal order today to send for SAR and then got a letter from Kensington. They have said the debt was owed but they had never notified us of it. However, they have agreed to write off the debt and offered £250 in compensation, which sounds like a result to me?

Thank you, your help is really appreciated

The 8 weeks is over in two days time.

Am hoping pdf's are below? 7.pdf Kensington communication.compressed.pdf

Hi Mariner They acknowledged my complaint in writing on 12th December. I thought they have 8 weeks to respond, if they don't we can escalate to FOS? Thanks,

No it's Kensington. I have phoned them each time not the other way around. They acknowledged our complaint by letter but that's all and said they were investigating. I have emailed and written several times and lodged formal written complaint 6th December. The debt letters keep on coming!

They are not really saying what it is for, verbally over the phone they are saying there was a non payment on our mortgage in 2009, they say we were in arrears of £800 and something but did not pay it all off. It doesn't add up because mortgage statements since 2009 show us as up to date. Surely if this amount had been outstanding since 2009 it would have shown on statements ever since? We haven't had anything in writing from them other than demands for £229.73 We changed mortgage from interest only to repayment in 2016 and signed a new agreement so surely anything from 2009 is null and void anyway? PS we took mortgage out with Kensington in 2005, it was interest only, changed it over to repayment mortgage also with Kensington in 2016.

Thank you dx100uk I have lots of mortgage statements from them. The last one actually shows us in front! Do I need to SAR them? Also, should I do this before I take the case to FOS? I am bemused by the whole thing. They are saying their new system has thrown up an 8 year old debt that the old system never acknowledged!

Hi We have a mortgage with Kensington and we have statements showing our mortgage to be up to date. Despite this we are now receiving letters saying we have arrears of £229. Initially we were told they had gone over to a new system and it was an error (the first debt letter arrived at the same time as a statement showing payments up to date). After many calls we were told the debt relates to 2009 and that their new system had thrown this up. We were then told they would write off the alleged debt. However, we are still receiving threatening letters. We have made a formal complaint asking for evidence that this money is in fact owed. We did get in to arrears around 2008/9, but since then every payment has been made. We changed our mortgage from interest only to repayment approx. 2 years ago so surely that also constitutes a new agreement? I am really worried this might start affecting our credit history but am refusing to pay without evidence that any money is owed. Every statement for the last 7/8 years shows our account to be up to date. Next week will be 8 weeks since we formally complained so will contact FOS after this but just wanted any advice on the legal position? Many thanks,

Hi They were insured on their own insurance and not as a named driver on my insurance. I have it in writing from the repairers that they acknowledge that they repaired my car without consent! This whole situation has been unbelievable, you honestly couldn't make it up. It has been one saga after another. I am going to make one last ditch attempt and then pursue through the Courts but am a bit confused by it all. The insurer refused to move my car to my chosen repairer and now admit they made a mistake but are doing very little to rectify my situation. Thanks,

Hi My insurance company has not been involved as although it was my car I was the passenger not the driver. The claim has been between my drivers insurance and the third party, which happen to be the same company. It's all been a complete mess to be honest leaving me much worse off. I do have GAP insurance but at this point they have not written the car off, they have repaired it using their approved repairers my argument is that had they used the repairer of my choice my car would have been a write off. However, now that they have repaired despite having no consent to from me to do so (and I can prove in writing that I did not give consent) I am left high and dry!

I was involved in an accident two months ago, I was the passenger in my car but was not the driver. The other party admitted full liability and the police are taking action against him. I suffered injuries for which I am still receiving treatment. My car which was only 6 months old would not start at the scene, the insurer arranged for its removal by recovery services and told us since the air bags had been deployed the car was likely a right off. I believed this was to be the case. It is a very long story but at no point did the insurance company contact me in the aftermath other than to offer me money for injuries. I eventually discovered by default that my car had been taken to the third party insurers approved repairers. I withheld consent for them to undertake repairs. My model specific finance company said they were not approved repairers and wanted the car taken to a model specific repair centre, I insisted this happen and was refused.. I have discovered there was a repair limit to my car which the insurers repairer has come in at just under the threshold. I am convinced if my car had gone to the repairer of my choice it would have been written off. At every opportunity I have withheld consent in writing and verbally to both parties. It now appears that on taking my car to the dealer to have the ECU system cleared they have picked up that the seat belts were broken in the accident and need replacing, this is despite the fact that the repairer insisted my car repairs were complete. I dread to think what might have happened. It has now been two months and my car has still not been sorted. The insurer offered an engineers report, however after speaking to the engineer it appears they cannot definitely say whether there has been any structural damage without stripping the car back which they cannot do now that repairs have been done. The work undertaken only carries a 12 month warranty and is not transferable, thereby affecting residual values. To be frank its a mess and is really affecting my recovery. What are my rights? I have no faith in the repairer and do not want my car back. I am convinced that had I been allowed to use the repairer of my choice the car would have been a cat d or c write off. It also now seems the repairer did not have the necessary equipment to properly assess my car, if they had the fault codes for the seat belts would have been apparent.

Many thanks for the welcome and responses, much appreciated. I did formally reject the car on the 6th, but then gave the dealer another opportunity to fix the car. However, they are now telling me no faults detected and therefore nothing wrong with the car. Since it was misold - mileage wrong, no fsh as noted etc I have gone down the miselling route as I am not a mechanic and thought this would be the easiest route. I am a female driver and wanted a reliable car and purchased under the pretence it had all the benefits described etc. However finance company are saying miselling nothing to do with them! I can't tell you how scared I was when the car lost all power on a dual carriageway. Since the dealer is a large network I have perhaps naively made an offer tonight of a replacement vehicle that has all paperwork in order etc as a final offer. I work in a remote area and really cannot use public transport for work and am desperate. The dealer had given me a hire car but since they are saying there is nothing wrong with mine now want the hire car back. An email from the dealer tonight says the finance company have said it is between ourselves to deal with the matter. I have pointed out to the finance company that they own the car and have refused to have it back, it seems we are now at stalemate. Do I go down the FSO route or County Court? I have contacted Trading Standards and am awaiting there reply. Your help and support is much appreciated.