Missed 6 months deadline to complain to ombudsman

[Ayho]

  I had payment insurance protection on my credit card. Both card and PPI were obtained Feb 2008.   

I submitted my PPI claim against Halifax via resolver on  29.08.2019 showing as reason for being mis sold that I was self employed at the time, also was made to believe i needed the PPI to get the card by the branch representative where i applied for the card, as it was my first credit card ever. 

 

I never benefited from the PPI as I was self employed since then, also it made me go few times in unarranged overdraft when I was in financial difficulties. 

Halifax PPI team claims I have been sent final response letter on 23.03.2020. Unfortunately it was sent to an address where i no longer resided at the time.

 

About May I received a voicemail about my PPI claim from Halifax. I called them back and was told Halifax sent me final response letter, but it was sent to my address at time of claim , where I unfortunately didn't reside any more.  The representative told me that my claim succeeded and I will receive compensation and asked for bank details to send the money to. Only upon further questioning I was told the amount of compensation, which was way below average to my opinion - £269.  

 

The person on the phone offered me to appeal the decision, which I did in the same phone conversation without knowing the reasons why I was being offered such a low amount. When asked what I will base my appeal to I said that it is the same reasons I included in my original claim.

 

I gave them my new address to receive further information and asked if I can receive email as well due to me leaving the country for abroad for prolonged period of time in a very short time. They refused to send me email copy giving  data protection as a reason. 

 

 I left England on 03.07 and came back on 17.09. Between the mail I discovered letter from Halifax dated 20.07.20, which states that :

 

''  PPI Mis-Selling Assessment

'' Based on the information available to me, I ve still not found sufficient evidence to agree that your PPI policy protecting card ***** was mis-sold. I do not believe the further information you've provided introduces anything that changes the original decision. 

 

 Unfair Relationship Assessment

 We previously concluded that an Unfair Relationship was created during the sale of your PPI policy protecting card ****** . Our offer for this decision was calculated based on the undisclosed commission and profit share you paid on the premium above 50%. As we've already upheld this part of your complaint, I 've not reassessed it. 

 

Next Steps 

 

 We've now closed your complaint. If you have any further information that you'd like us to consider or you're unhappy with our decision, please get in touch. As noted previously, any information received after a period of six months has passed from the date of your final response letter (sent on 23 March 2020) will only be considered if there was an exceptional circumstance that led to the delay in your response. You can call xxxx or write to xxxxx '' 

 

   I will now refer the case to the Financial Ombudsman.

But I have 2 problems :

 

 1. I still haven't received the final response letter and I am not sure what was Halifax's reason to refuse my claim. I can just guess they concluded I didn't have sufficient evidence to prove my case. I called them tonight twice and they will send me the final response letter to my actual address, but refused to give me any other information as complaint is already out of 6 moths time limits.  they refused to give me transcripts of the phone conversation when i made my appeal to the original decision. They refused to even give me the date of the phone conversation or even an address where i can send request for disclosing the information they have about me. 

 

2. Time limits 

 

 I understand that in limited, exceptional circumstances i can still raise this with the ombudsman. But are : 
2.1 me not receiving the final response letter yet
2.2 being abroad for 10 weeks during which I wasn't able to check the outcome of my appeal and the company refusing to use email address to correspond with me 

 good enough reasons to be part of those exceptional circumstances 

 

3. How do i receive the information I need from Halifax - that my complaint was raised via phone conversation without knowing the details of the final response letter 

 

 Note : in 2014 I have received letter from Halifax stating I have been mis sold the PPI , which I included in my resolver case

 

     SUMMARY :

 

 

 Timeline : 

 

- 02.2008 obtained credit card and PPI

 

- 04.2014 received letter from Halifax saying that I have been missold ( I submitted the letter's reference number together with my resolver claim

 

- 29.08.2019 I submitted PPI claim via resolver 

 

- 23.03.2020 Halifax said they sent letter, unfortunately to a place where I no longer live. To this date I haven't seen/received the final response letter 

- June??? 2020 I received voicemail from Halifax PPI and called back. Then was told I was sent final response letter to old address, that I am receiving compensation, but for £269.  I was offered to appeal the decision via the phone now and then, so I did asking for the circumstances to be checked again believing it was overlook on their side. I updated my address and asked for email to be sent too, as I will be leaving shortly for abroad for a long period of time. My request for email was denied due to ''data protection concerns''

 

- 03.07 - 17.09 was abroad

 

- called 17.11 to ask for transcripts of my phone conversations with the PPI team, date of the phone conversation and address to which to submit request of information they hold about me.  All these were denied in 2 phone conversations because my claim is out of 6 months limit. They only agreed to send me a copy of the original final response letter, but no time limits when I can do that 

 

 My questions are : 

 1. What are my chances of the ombudsman accepting that i am allowed to complain out of the 6 months period ? 

2. How do I get the information I need from Halifax PPI claim to prove my circumstances ?   

 

  Thank you 

[dx100uk]

you have received a PPI refund ......that is a Plevin commission refund not your paid PPI premiums

this is the issue in using stupid resolver and not the correct route thru the specific FOS PPI Questionnaire that was widely advertised by the FCA with 1000's of adverts over all platforms.

 

not sure you can actually do anything now with about getting your premiums and the interest at their rate they charged you back now.

as you did use the correct route to complaint but merely use a stupid website where all it said was you were misold me PPI ...pay it back.

 

other than questioning if the plevin refund calculation is correct itself, to me that seems mighty low for 8% simple interest on commission paid in 2008 when it was sold... i can't se you have any redress through the FOS.

[Ayho]

 Hm, that puts things in whole different perspective. 

 

I will probably still go ahead with the complaint as Halifax team were bit smug today for not sharing info due to me being out of 6 months.

 

I will try to get my case looked again because I haven't received the final response letter yet ... 1 year later on ...  I have nothing to lose, only to gain eventually 

 

 And thanks dx100uk for info.

Hope you doing well, glad to see you still fighting on our side  

[dx100uk]

well why not send an sar too

don't raise a complaint with them yet

ask them for a full breakdown of the reclaim.

 

do you have all the statements as if you paid PPI premiums for a good few years from 2008 >>>  they will be worth £1000's