Halifax PPI appeal Help

[oosyme]

Hi

 

Im processing a PPI claim for my wife,

we had a letter from halifax saying that we had PPI on her credit card

and if we feel it was miss sold then let them know which we did as we were not even aware we had it.

 

We told them this,

we told them we didnt know the policy existed and it was never requested,

if we were offered it it would have been refused,

also if something happened and we needed to claim on it we wouldnt have been able to because we didnt know it existed.

 

they have sent a refusal letter that is from what i can gather the standard one.

 

Ive drafted a appeal letter that ive put below, can someone read it and tell me if its OK before i send it on?

 

Thanks

 

Dear Sir/Madam,

Ref:*[insert your PPI policy number]

 

On*[date of first call]*

I called you regarding the PPI policy I was sold by*Halifax in conjunction with my application for a*Credit Card.*

 

I have since received your reply;

however I do not feel that you provided me with adequate justification that the policy was sold to me fairly and that it is,

in itself, fair and reasonable as requested.*

 

It was not explained to me what PPI was or that I was being sold it.

it was just included on the credit card documents like it was a necessity.

 

I wasn’t even aware I had the PPI protection till I received a letter from you years after the policy was set up

Informing me it was there.

 

During the Time I Have had this credit card with PPI protection

I have suffered a serous car accident that has left me with constant back problems

and I have had 5+ months off of work because of this.

 

I did not claim off of my PPI insurance during this instance because I was not aware that the policy existed .

This would have been the only time I would have attempted to claim

but in my research for this claim i have come to the understanding that PPI does not actually cover back problems

so the policy would not have been suitable for my needs.

 

If I was actually offered it at the time of my application I would have refused it.

 

As such I plan to take my complaint to the Financial Ombudsman if I do not receive a more favourable response from you within the next 14 days.

 

Yours faithfully

[citizenB]

I will alert the PPI guys for you

[oosyme]

thanks

[dx100uk]

might be an idea to scan up the refusal letter

 

set your default scan page size to A4 less than 300DPI [150 will do]

scan the required letters/agreements/sheets - as a picture[jpg] file

don't forget you can use a mobile phone or a digital camera too!!

'

BUT......

ENSURE: remove all pers info inc. barcodes etc using paint program

but leave all monetary figures and dates.

*********************************************************

{DO NOT USE A BIRO OR PEN OR USE SEE THRU TAPE OR LABELS]

try www.pdfescape.com TO BLANK STUFF,

*************************************************************

or

DO IT IN MSPAINT.EXE or any photo editing program

goto one of the many free online pdf converter websites ...

http://freejpgtopdf.com/

..

if you have multiple scans/pics

put them in a word doc FIRST and convert that to PDF

or use www.pdfmerge.com

 

convert existing PC files to PDF [office has an installable print to PDF option]

..

 

it would be better to upload a multipage pdf if

you have many images too rather than many single pdfs

.

or if you have PDF as an installed printer drive use that

or use word and save as pdf

try and logically name your file so people know what it is.

though dont use full bank names or CAG in the title

i'e Default notice dd-mm-yyyy TSB

.

open a new msg box here

hit go advanced below the msg box

hit manage attachments below that box

hit the add files button on the top right

hit select files, navigate to your file on your pc

hit upload files

.

dx

[oosyme]

ill post it tonight as im at work at the mo

 

thanks

[dx100uk]

you might find this thread useful

 

http://www.consumeractiongroup.co.uk/forum/showthread.php?378821-LloydsTSB-Loan-PPi&p=4120422&highlight=ppi+success#post4120422

 

dx

[Hortz]

Hi

 

Im processing a PPI claim for my wife,

we had a letter from halifax saying that we had PPI on her credit card

and if we feel it was miss sold then let them know which we did as we were not even aware we had it.

 

We told them this,

we told them we didnt know the policy existed and it was never requested,

if we were offered it it would have been refused,

also if something happened and we needed to claim on it we wouldnt have been able to because we didnt know it existed.

 

they have sent a refusal letter that is from what i can gather the standard one.

 

Ive drafted a appeal letter that ive put below, can someone read it and tell me if its OK before i send it on?

 

Thanks

 

Dear Sir/Madam,

Ref:*[insert your PPI policy number]

 

On*[date of first call]*

I called you regarding the PPI policy I was sold by*Halifax in conjunction with my application for a*Credit Card.*

 

I have since received your reply;

however I do not feel that you provided me with adequate justification that the policy was sold to me fairly and that it is,

in itself, fair and reasonable as requested.*

 

It was not explained to me what PPI was or that I was being sold it.

it was just included on the credit card documents like it was a necessity.

 

I wasn’t even aware I had the PPI protection till I received a letter from you years after the policy was set up

Informing me it was there.

 

During the Time I Have had this credit card with PPI protection

I have suffered a serous car accident that has left me with constant back problems

and I have had 5+ months off of work because of this.

 

I did not claim off of my PPI insurance during this instance because I was not aware that the policy existed .

This would have been the only time I would have attempted to claim

but in my research for this claim i have come to the understanding that PPI does not actually cover back problems

so the policy would not have been suitable for my needs.

 

If I was actually offered it at the time of my application I would have refused it.

 

As such I plan to take my complaint to the Financial Ombudsman if I do not receive a more favourable response from you within the next 14 days.

 

Yours faithfully

 

Refusal letters are not standard, each one has to be specific to the individual case.

They may use some of the same text, however, it has to advise you specifically why they are not upholding your specific complaint.

 

How long did you have the cover for?

It shows on every monthly statement for your card.

So if you cancelled it after a few months then this may be looked on credibly.

If its longer than that it gets more difficult to argue your case.

 

The fact that you suffered an injury during the policy term which may have been excluded from cover

(you need to get hold of your specific policy terms & conditions rather than generalising with your argument) is neither here nor there.

 

The seller does not have a crystal ball and could not have known that this was going to happen.

[oosyme]

Hi All

 

Thanks for your input,

i couldn't find the refusal letter (my wife put it in a "safe place")

 

i went ahead and sent what i had put above,

we have received a letter back saying that they are looking into this again for us.

 

This morning at 8am we had a phone call asking if we could answer a few questions over the phone,

we answered no as my wife is quite nervous with speaking to people over the phone

and this is probably one of the reasons it was refused last time as she felt she was led to some of the answers she gave.

we asked them if they could please send them in writing for us to answer and send back.

they answered this with a no and said it needs to be over the phone.

 

Are we in our right to ask for these in writing?

as this is a legal claim surely we should be able to request all correspondence between us and them in writing.

if not how do these companies that take 30% off of you get around these phone calls when they submit claims on your behalf?

 

I want to draft a letter to them asking for the questions by return mail so we can look at them and answer them correctly and without pressure.

 

Any help with this would be greatly appreciated.

 

Thanks

 

Simon

[Andybars]

You are right not to give the information over the phone if you cannot record it,

particularly as the questions they are asking relate to your circumstances around the date of sale

- often some years ago making it more likely that a quick answer you give may be inaccurate.

 

If you have not completed the Financial Ombudsman Questionnaire

I would send this to them advising it is a written response to their request for information.

This is the information which the Ombudsman views is necessary for them to assess your complaint.

Make sure you keep a copy so you know exactly what you have said as often Halifax will misinterpret this (and also you can copy and send to FOS if needed)

 

Turning to the comments of Hortz in number 7

- Halifax should have made clear what was and wasn't covered by your policy when it started

and it is incorrect to say that this is not an important area of your complaint.

 

I would also add that whilst he/she is correct that the Final Decision Letter should address your complaint points,

current Halifax letters are poorly worded and generic and almost certainly do not.

[oosyme]

You are right not to give the information over the phone if you cannot record it, particularly as the questions they are asking relate to your circumstances around the date of sale - often some years ago making it more likely that a quick answer you give may be inaccurate. If you have not completed the Financial Ombudsman Questionnaire I would send this to them advising it is a written response to their request for information. This is the information which the Ombudsman views is necessary for them to assess your complaint. Make sure you keep a copy so you know exactly what you have said as often Halifax will misinterpret this (and also you can copy and send to FOS if needed)

 

Turning to the comments of Hortz in number 7 - Halifax should have made clear what was and wasn't covered by your policy when it started and is incorrect to say that this is not an important area of your complaint. I would also add that whilst he/she is correct that the Final Decision Letter should address your complaint points, current Halifax letters are poorly worded and generic and almost certainly do not.

 

Thank you for this ill get that questionnaire filled out and sent off.

 

Ill let you know how it goes.

[dx100uk]

well said andy.

 

please never answer phone questions regarding PPI matters.

 

dx