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Scottish Life Endowment policy not wanting to pay


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We need help as something strange going on with Scottish life. Our endowment is due to end next year 2011. For the past 2 years now, we suddenly have been getting letters saying that we have not paid our premiums. They say they have informed the Halifax (our mortgage suppliers) and the life insurance is down to around £8000. The first occasion we phoned and asked them for an explanation, as payment has been paid (bank statements) the first time they said the money had been attached to somewhere else and confirmed that it had been received and they would sort it out. In the meantime we received a cheque for the amount we had paid from another department who said because I account was closed the money has been returned. The situation was sorted out and we returned the cheque which they had confirmed they had received and the account was as it should be.

The second time I was so mad as it was about 6 months later they did the same thing saying we have not paid. They said a major investigation was being carried out and kept us waiting for a about 30 days or more. we kept phoning they kept saying they dont know what is wrong. Meanwhile they had dropped our endowment life assured from about £28,000 to 8000. That was again sorted out they said sorry and it was supposed to have been reinstated.

We have now received this again, I phoned them and they said 'this has been going on for some time hasnt it' the money has again gone astray to somewhere else and that they had received the notification from the relevant department that day to say that the premiums had turned up from somewhere else again. We received a letter 'Certificate of Endorsement' saying no further premiums due and life assured down to the same £8000 figure. It is as if nothing has been done and they are trying to cover something up, because even though they once again said they had made a mistake we have received a cheque (covering the premiums we had paid) saying that the account had closed due to non payment and now they are not offering to rectify it. The person on the phone had even said that they would write to the Halifax and inform them of the mistake.

We are so worried as if this money is not reinstated, next year we will not be able to pay the premiums we are due to the building society. So we need some advice on how to proceed. for us we see this as criminal behaviour by a company, so advise us please, I have not yet returned this last cheque.

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Hi,

 

I'll move this thread to a more appropriate Forum, where hopefully you'll get some help.

 

Regards.

 

Scott.

 
 

Any advice I give is honest and in good faith.:)

If in doubt, you should seek the opinion of a Qualified Professional.

If you can, please donate to this site.

Help keep it up and active, helping people like you.

If you no longer require help, please do what you can to help others

RIP: Rooster-UK - MARTIN3030 - cerberusalert

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It seems like most of your contacts with SL have been by telephone. Verbal promises made by them will often come to nothing and you have no proof of what was said or agreed.

 

You should write a letter to SL (head it FORMAL COMPLAINT) setting out the details of their errors and promises made, with, where possible, dates in chronological order. Send copies of their own letters to you with your letter of complaint. Then they should be in no doubt what the problem is.

 

Give them a date by which you expect a response (say 2 weeks hence) and tell them that, if you have not received a satisfactory outcome by that date, you will report them to the Financial Ombudsman.

 

They will have a complaints handling procedure and should acknowledge your letter straight away, with a promise to respond to your complaint in a maximum of 8 weeks.

 

Send your letter using the 'Signed For' service and you will be able to track its progress on line.

 

You might want to send a copy of your complaint letter to the Halifax.

 

Make sure you keep copies of all correspondence and if you do have to speak to SL by telephone, log the date and time of the call, the name of the person you spoke to and a resume of the conversation. Then confirm the conversation by letter!

 

HTH

 

Els

BANK CHARGES CAMPAIGN CONTINUES - PLEASE SIGN THIS PETITION

 

Aktiv Kapital £300.00 SETTLED IN FULL

Capital One £741.47 SETTLED IN FULL

Citi Cards £1221.00 SETTLED IN FULL

LTSB(personal) £3854.28 SETTLED IN FULL

LTSB(business) £7487.97 SETTLED IN FULL

 

What poor education I have received has been gained in the University of Life

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Hello and thanks for responding. I have information in writing as well copies of cheques and letters where they have said they would put it right so this is not a problem. It is just knowing what to do with them. I feel that I have given them opportunities to put it right and have complained on the previous 2 occasions in writing and gave them 10 days to sort it this time(verbally) and they came back by sending the cheque back as previously and are trying to not do anything else and close this account once and for all because they owe us bonuses as well for the years they have done this.

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Well, in that case it seems like they have used up their 8 weeks already and you would be justified in complaining to the FOS now. However, the FOS will take its time and may well insist that you obtain a final response from SL before investigating your complaint.

 

An alternative is to write to SL's chief executive John Deane. That might concentrate their minds.;)

 

Els

BANK CHARGES CAMPAIGN CONTINUES - PLEASE SIGN THIS PETITION

 

Aktiv Kapital £300.00 SETTLED IN FULL

Capital One £741.47 SETTLED IN FULL

Citi Cards £1221.00 SETTLED IN FULL

LTSB(personal) £3854.28 SETTLED IN FULL

LTSB(business) £7487.97 SETTLED IN FULL

 

What poor education I have received has been gained in the University of Life

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As long as your own letters do not compromise you or harm your case in any way, then I would send everything. Whoever deals with the complaint needs to see the whole picture.

 

Els

  • Haha 1

BANK CHARGES CAMPAIGN CONTINUES - PLEASE SIGN THIS PETITION

 

Aktiv Kapital £300.00 SETTLED IN FULL

Capital One £741.47 SETTLED IN FULL

Citi Cards £1221.00 SETTLED IN FULL

LTSB(personal) £3854.28 SETTLED IN FULL

LTSB(business) £7487.97 SETTLED IN FULL

 

What poor education I have received has been gained in the University of Life

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Thanks again is the address for chief executive John Deane the same as the main bank, as i will do both. Have drafted the letter and whilst looking at the last one noticed that the cheque was sent the day I phoned but the check had been made 2 weeks earlier and they said that they had just received notification of money not allocated and that it was an error on their part and it would be sorted out. 3 times!! anyway thanks so much as was just going to go to ombudsman, chief exec sounds good to me.

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Hi,

 

Not sure about the address, but this is his e-mail..........

 

jdeane@scottishlife.co.uk

 
 

Any advice I give is honest and in good faith.:)

If in doubt, you should seek the opinion of a Qualified Professional.

If you can, please donate to this site.

Help keep it up and active, helping people like you.

If you no longer require help, please do what you can to help others

RIP: Rooster-UK - MARTIN3030 - cerberusalert

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This is their main address so I guess this is where you'll find Mr Deane.:)

 

Scottish Life

St Andrew House

1 Thistle Street

Edinburgh

EH2 1DG

 

Send the hard copy to the above and email a copy for speed.

 

Els

Edited by elsinore
added a bit

BANK CHARGES CAMPAIGN CONTINUES - PLEASE SIGN THIS PETITION

 

Aktiv Kapital £300.00 SETTLED IN FULL

Capital One £741.47 SETTLED IN FULL

Citi Cards £1221.00 SETTLED IN FULL

LTSB(personal) £3854.28 SETTLED IN FULL

LTSB(business) £7487.97 SETTLED IN FULL

 

What poor education I have received has been gained in the University of Life

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thanks for advice situation now is that took your advice and sent email to CEO I got a responce from a senior person and they are now looking into it again but it may get sorted out properly this time, will wait and see.

 

but thanks for giving me advice and will come back and let you know how it goes and I hope this is the last time we get messed about and we asked for compensation for the stress things like this cause

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Hi,

 

Thanks for coming back, let us know how you get on.

 

Regards.

 

Scott.

 
 

Any advice I give is honest and in good faith.:)

If in doubt, you should seek the opinion of a Qualified Professional.

If you can, please donate to this site.

Help keep it up and active, helping people like you.

If you no longer require help, please do what you can to help others

RIP: Rooster-UK - MARTIN3030 - cerberusalert

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  • 1 month later...

Well I have tried this approach and this is what happened. Sent to cheif exec investigation carried out and our complaint not upheld. Could not believe it. Reason was that we did not make a payment in 2008 it then sent the computer funny and it is our fault. did not mention that they had admitted their fault and the information I had given. They said in 2008 we took too long to accept their £119 of compensation which was paid against the account as payments had not gone to the right one. Once again getting run around as we have letter where they have acknowledged our acceptance and have put it against the account. Payments continued then this year they stopped asking for payment for 3 months direct debit. We have a letter from the bank stating we were not overdrawn they had not stopped letting them draw the money. Then they started taking the money again. something is wrong we are due to be paid next year and things are becoming cloudy. We know we are in the right as far as we are concerned every time we have complained they have admitted their fault and now this is all missed out in the letter. But we have letters where they have apologised. Please advise can we now go to ombudsman as we are becoming suspicious in the climate these companies are in why would you just suddenly stop asking for a direct debit? then resume. got to send off this week

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This is the link to the FOS website where you will find all the information you need to make a complaint

 

Financial Ombudsman Service

 

but do ask for help on here if you get stuck.

 

Els

BANK CHARGES CAMPAIGN CONTINUES - PLEASE SIGN THIS PETITION

 

Aktiv Kapital £300.00 SETTLED IN FULL

Capital One £741.47 SETTLED IN FULL

Citi Cards £1221.00 SETTLED IN FULL

LTSB(personal) £3854.28 SETTLED IN FULL

LTSB(business) £7487.97 SETTLED IN FULL

 

What poor education I have received has been gained in the University of Life

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  • 1 month later...

Hello again. This is a link to the Financial Services Ombudsman's website. The FSA [Financial Services Act became valid on 29th April 1988 and complaints about advice given before that date are treated differently.

 

Why have you waited until now to tell them you're not happy?

 

HB

 

PS I'm assuming it was a mortgage endowment. Otherwise, you will need to read a bit further.

 

pre-Financial Services Act mortgage endowments

Edited by honeybee13
PS.

Illegitimi non carborundum

 

 

 

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  • 5 weeks later...

Hello update on what is happening. We have been complaining since 2008 they put things right then they did it again put things right this time not putting things right that why we are going to ombudsman. We are aware that our policy is up next year and they should pay out. we received the last appeal letter from scottish life. They have phrased it in such a way as to make it look as if our fault especially saying as we missed one payment we caused their computer to go haywire and not match our payments. We have since collected every single bit of info statement etc and we were not in arrears at all. We have a looked at the payments they say they have received from us and they have missed out payments made and put a waiver to months paid in order for us to look as if we are in arrears. We are now filling in ombudsman forms as they said we had to get final letter from appeal made first.

As we had the emails for director, investigating officer and royal london I responded saying not happy and why and gave some dates and they were economical with the truth, saying I had said things when I had not.

should I put all evidence in to ombudsman? and we took total of 2 days off work running around getting info seeing banks etc at what stage can I claim compensation and can I do it through ombudsman as we have everything dates and times etc

Why would the Scottish life do this can anyone tell me, they lie and say one thing and try to back it up if it were not for this site saying keep everything including dates of conversations we would not be able to prove things as effectively, so thanks for that. Please advise us on what to put in ombudsman form

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Hello there. I apologise but I don't understand what you're asking really. I would think that life assurance societies are not meant to lie, although they may have.

 

Which question would you like us to answer if we can, please?

 

HB

Illegitimi non carborundum

 

 

 

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  • 1 month later...

Hello update, we have gathered all the information (thanks to this site) we keep everything. We put info in date order and even had phone call info who date and time. Our bank has written info to say at no time could we not cover payment and did not cancel anything. The letters we received from Scottish life confirm they had behaved in exactly the way we said and they lied to cover and throw blame on us. We have also calculated compensation and explained that they should meet any shortfall whilst we wait and the compensation is to form no part of 'pay it back to us' tactics. Everything is clearly set out in the form and additional sheet. We received conformation yesterday from the FSA who said it will take time, don't see why though as it is straight forward and I have given and explained where everything is in the documentation. this has to be resolved and we are prepared to go to court as it is due for payout next year as stated. Cant thank people on this site enough for help given out. Wait and see now

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  • 1 month later...

we had put a complaint in to the fsa about how we have been treated by Scottish life/Royal.

 

we had been making payment through direct debit and they have been drawing them.

 

We are due to get our money next year and suddenly they are saying you are in arrears and sending cheques back then apologising as money had gone somewhere else in the society instead of to our account.

 

Happened three times, each time we have had to chase up the third time they said it was our fault that it had gone astray in the company.

the second time they said that we were short,

discussions were had and money paid into account whilst it was getting sorted.

 

We think that they did not expect us to have kept all info.

 

appealed and they came out with it is our fault computer didnt record properly as we had not paid.

 

Went to the bank and got all the payment they had taken.

 

put this in with fsa stuff had all info had detail of meeting to put money in even though not our fault.

they never mentioned that payment implying that the account had been in arrears.

We had receipt (copy taken put in fsa stuff)

Argument by both bank and now ombudsman is that they had offered some 3 months credit to account as compensation in 2nd instance and we had taken too long to accept.

Bear in mind that we had gone and put an extra payment in to cover the months at their suggestion.

 

The bank supplied us with information of payments and we were up to date,

but company had not allocated the compensation to the right months which had already been paid for so making it look as if 3 months had not been paid.

 

we thought nothing of it as we knew that our payments and the 3 months money they had paid and had accepted our signing and acceptance (letter said reinstating)

and account started again made payments and it went awol again months later

get cheque saying it had come in but they had closed account, but what had happened is that money went somewhere else again.

 

then went to fsa with complaint as we need reinstating as money due next year.

 

I put everything very clearly in order with details of all payments backed up with letters where they had originally said sorry admitting computer problems,

letters after bank details of payments which showed all payments had been made and copy of the extra payment to bring back in line the first time.

I allocated each payment to months and it was up to date.

We were so naive as we thought if we worked with the company we would be okay

 

I receive a letter from fsa which had 5 lines about our points and then 2 and a half pages pointing out that because we didnt accept the 3 cmonths compensation quick enough it caused them the problems.

This is even though we had made the extra payment in discussions with company who then said everything was now fine the acceptance came later which was accepted in a letter.

 

FSA said that they accepted what the company had said and did not uphold our case

even though everything was there and it was plain to see that due to inefficiencies of the company somethings had gone wrong with allocating payments to our account from the direct debits taken.

 

they say they made an offer to waive outstanding balance (3 months when they were sorting it out) even though the three months had been covered with this one off payment.

the whole thing was argued around this acceptance credit, which should be neither here nor there.

 

I did notice that the company had not acknowledged the one off payment (covering the three months) when justifying closing the account so we had to get receipt and send to fsa.

 

FSA had not even taken anything of the well laid out case it looks as though nobody had read the case and asked the bank to provide their version and it has just gone into the letter.

 

We feel so let down, as I know I had everything to back all up what we had said and I know that scottish life/royal didnt have a leg to stand on.

i phoned the FSA person and she said if there is anything wrong with what she has said we should write her before the 15th nov.

But i said that she had everything and had not considered any of it, I could tell she had not even gone through it.

I have said to her that having done 2 and a half pages for the bank she is biased, she says not.

I then said that she had not looked at the stuff we sent, her reply was if there is anything we feel she didn't consider let her know.

 

We cannot wait until months and months pass by and need to get this sorted asap as due next year and we will be in danger of repossession, so cant have it drag on.

Feel we need to go to court now and get settled as we have tried 3 times now with the company and FSA no good.

 

Please help us through this someone, as court now is our only option as anything else would take too long and judging by what I had got back is useless

 

worried :sad:

 

We need advice now about how to proceed (please dont say with FSA) with court, what do we do?

Edited by dx100uk
clarity
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Hello I need to go to court now as FSA had quoted 2 and a half pages at me about the bank and had not even taken anything sent to her by us. I put a lot of effort had backed us up with letters of direct debits which had been taken etc. time running out need to get this sorted no pint going through FSA I knwo if I get to court it will be too obvious and we will be okay but wanted to settle it through fsa and company. We need help now to get started thanks all

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