Feeling like I could do with some advice please. I have had 2 PPI's that HSBC have agreed to pay out on. I sent all the forms back on 16th Feb and was told that the offers were sent out to me that week. Nearly 7 weeks on and I have still had nothing in the post.

I have been chasing weekly and have been promised calls back on 8 occasions. Can someone give me a direct email address of the head of complaints who deal with PPI at HSBC? With a husband who has been out of work for 8 months, this PPI payouts really will ease things for us and was hoping that they would have been in out account by the end of March.

Any advice I'd be so very grateful for. Thanks in advance.

I'm not sure that you will get the answer you want to hear and even if you do I'm not sure that sending an email will make any difference.

I hope you have been keeping a log of all the calls and promises you have received – because this itself is a basis for some extra compensation even if it is not very much.

Also, even though you may be short of money, look very closely at the offers that you are being made because you may well find that they're not refunding you everything you are entitled to. You should come back here and let us know what the dealers before accepting.

If you do accept then I think you need to make it clear that your acceptance is provisional and that you reserve your right to come back to them if you disagree with their calculation.

I'm afraid that probably the best way to provoke a reaction from them is to begin a formal complaint which should eventually lead to the FOS. It's not very satisfactory but it might help to move things on. I would suggest that you call them and tell them that you want to make a formal complaint. Make sure that you get a reference number and tell them that you want it to go to the ombudsman. Go through it all carefully on the phone – read our customer services guide for tips as to how to do it and you should implement all of the advice including recording the call.

Maybe somebody else will come along with the email address that you require – but I'm afraid that I'm very sceptical that these "CEO" emails ever really get to the CEO. I rather think that these email addresses are handed out in order to make customers feel that they are being treated a bit more seriously – but in fact they are all eventually rooted to the same complaints team.

Thank you BankFodder. All calls and promises have been recorded (dates and times etc), as have the names of the various individuals that I have spoken to. I will certainly come here with the offers and hopefully someone of experience will be able to help me ascertain if they are correct or not.

I will now look at referring this to the FOS. Will now consult the customer services guide - thanks again for the advice.

i wouldn't trust hsbc to get any PPI payment right either!!

have you sent an sar and done a spreadsheet to workout what your reclaim should be?

Have had great success with the email I sent. First offer through - premiums paid from 30/12/04 to 02/01/08:

Paid PPI premiums and interest: GBP134.14

8% compensation on payments made: GBP125.80

20% Tax deduction on 8% compensation: -GBP25.16

Approx Refund available Net of Tax: GBP234.78

Does this look calculated correctly? Am waiting for the second offer which should be circa GBP2,000

no way of knowing without the statements.....

but no from 2004!!

Thanks for the reply as always you are so quick to revert back.

I have managed to get the head of complaints to come back to me with this offer.

What is the best way to go back to him in respect of the offer?

Do I ask for confirmation of the loan amount at outset or will I have to wait weeks for an SAR if I request the statements?

He has apologised for the way my two complaints have been handled and is looking into it for me. Any advice?

If I accept the offer can I in anyway ask that it be reconsidered once I have received the SAR's or does acceptance mean I accept and case closed?

Second offer just through. Can anyone help me check that these calculations are acceptable bearing in mind I haven't requested a SAR. I wrote to them and they came back to me and said yes I have had PPI on the card and that I could complain.

This is the offer:

First Premium Charged 02 Jan 2001

Valuation Date 23 Feb 2018

REDRESS TOTALS

Manually Entered premiums. GBP704.25

Pre-statement period estimated premiums GBP233.07

TOTAL PPI Premiums GBP937.32

Interest Charged to the Card (non taxable) GBP704.23

All Credit Interest (taxable) GBP980.37

Total Fee Refund GBP225.00

Total Compensation Calculated GBP 2,846.92

does the letter say full and final.

Yes it does.

urm..i'd p'haps not except it then until you've the info to check its correct