This topic was closed on 09 March 2019. If you have a problem which is similar to the issues raised in this topic, then please start a new thread and you will get help and support there. If you would like to post up some information which is relevant to this particular topic then please flag the issue up to the site team and the thread will be reopened. - Consumer Action Group

This topic was closed on 03/07/19. If you have a problem which is similar to the issues raised in this topic, then please start a new thread and you will get help and support there. If you would like to post up some information which is relevant to this particular topic then please flag the issue up to the site team and the thread will be reopened. - Consumer Action Group

Bingo...today..deadline day and they paid up£1005 as good will gesture. Id like to thank everyone for there help, il fill in the questionaire and will be sending a donation. God bless everyone of u hehe Ps...3days before i go on holiday as well! perfect timing!

Just checked today....ive got my money back,great stuff...4days before i go on holiday! £1005 il be doing all the survey and stuff...thanks a lot! brilliant stuff

I got the letter last friday and sent the stuff the same day via recorded. They got the information they asked for on monday and as of yet no reply.

I read that someone else has been sent the same letter by this person. Im just wondering everytime i ring im told there looking into it, thats fair dos i guess abd obviously its just someone reading notes from the screen, but we both set a deadline for the end of the month. I have been told they will let me know there decision by the 30th which is also the end of the 14days for the 2nd letter i sent. So if ive had no responce, i want to ring up and i dont want to be told there looking into it, i want to speak to someone who knows what there doing, any advice from others who have been in this situation about how to go about it? Ie any names i can ask for, things liek that. Im going away next wednesday so if i start a court claim i wont be here for a week, which could stop me from sending letters, answering calls etc Thanks Jack

Reagrding the letter you were sent by that man chris in the complaints team i was sent the same letter, asking for the same stuff. Ive sent all he asked for straight away, but i let him know that my deadline is the end of the month, which is also the deadline they said they would have reached a decision. So when i turn my computer on friday afternoon and still have had no responce im ringing up, and wont be hanging up until i hear it from the horses mouth, not some call centre person telling me there looking into it(i forget how many times im told this) Just wondering if anyone else had this letter and how fast did they act? Cheers Jack

Same here, ive sent off the 2nd letter and they have until end of the month. i rang them and stuff and ive been told il get a decision by the 30th. Looks as if people have different experiences with smile, some get there money straight away others have to send a few letters etc Well fingers crossed

Just had a letter today from someone called Chris Hopkins of the complaints team. Basically it asks for a copy of the subject acess request i asked for way back in may,. I rang to ask what this was and its just the statements i wanted. So now i have to send this to him at an address in skelmersdale. He says he will deal with it personally as quick as possible. Ive sent it today by recorded and have let him and the smile team know that my deadline still stands. Just wondering if anyone else has b een at this stage?etc

The 1st 14days expired so i sent the 2nd letter before action, I also sent it as a secure message and asked for an update, Suprise suprise no reply. So i rang them asking saying ive sent lots of messages and find it frustrating that you havnt replied. The woman on the end apologised and wen tto ask about an update. I got told that il be told before end of month. She was being really nice, and definatly wasnt reading off a script. SO fingers crossed Jack

Yeah i sent a cheque and about 2 weeks after the cheque was cashed i recieved all my statements. Its also a good idea to politely enquire about how your request is going, ie hassle them. But dont do it in a mad way, be polite and phone them and leave secure messages.

Sent a secure message off on sunday asking for an update into my claim, come wednesday still no answer so I phoned them, and the nice chap on the other end told me someone called chris is looking into my claim with the legal team and I will get a responce by 30th June. The 1st 14day deadline is this saturday, so as this site says il keep the pressure on them and if I havnt heard anything by saturday il send out the next letter, giving them another 14days. Have ive learnt by people on here, smile have been quite sensible with these claims and looks as if they know there in the wrong and dont want to dilly dally about. Il keep you posted Jack

The same message as me, i gues snow its a matter of sitting and waiting, or typing secure messages for an update lol Good luck

Just recieved a message from "manager" replying to the 1st action letter I sent via secure message this is what he says:- Hello Mr Haughey I'm sorry you've felt the need to make a complaint and I can let you know I'm currently looking into it. However, as we are regulated by the Financial Services Authority I do need to make you aware of our complaints procedure. If you go to our website at http://www.smile.co.uk, click on 'talk to us' and then on complaints on the left hand menu. Here you'll find our full procedure. Regards Alex Hope smile Complaints Team Anyone else recieved a similar responce before they paid up? Oh and dave may I ask how long it took to get your money back?

Bingo, i finally got a reply regarding my DPA, apparently its been sent out twice, but get this, ive had a reply, the title..MANAGER Hes apologised for the high levels and has asked for a run down of charges I am not happy with. I sent him a copy of the template, starting action which includes charges, via secure message, as well as the same letter sent via mail. Sounds good Il keep you posted Jack