Complaint Has Been Rejected Questions

Payment Protection Scotland's complaint has been rejected questions are listed below:

» I have received a letter rejecting my PPI complaint – what do I do now?
» What do I need to do to refer my complaint to the Financial Ombudsman Service (FOS)?
» Why is my PPI claim being referred to the Financial Services Compensation Scheme (FSCS)?
» Has the Judicial Review in early 2011 impacted on my complaint?
» How long will it take for my case to be reviewed by the Financial Ombudsman Service (FOS)?
» I was told I had a strong claim but it’s been rejected. Why?
» How will you update me whilst my complaint is being referred to the Financial Ombudsman Service (FOS)?
» This sounds like a lot of work – will PPS charge me extra?

I have received a letter rejecting my PPI complaint – what do I do now?

Here at Payment Protection Scotland, we try not to give our customers false hope, wasting their time on chasing PPI compensation that they are not entitled or eligible to. We won’t take cases forward that we believe will not be successful. However, on occasions, bank do rejected PPI compensation claims.

If you do receive a rejection letter, it is important to contact us as soon as possible either by using our email system or by phoning one of our offices, either Edinburgh 0131 224 0094 or Lanarkshire 0131 224 0094. In the majority of cases we also receive the letter, but sometimes this doesn’t happen. There is a deadline during which we have time to appeal the decision; as soon as we know, we can lodge an appeal for the case to be reviewed again.

What do I need to do to refer my complaint to the Financial Ombudsman Service (FOS)?

We, Payment Protection Scotland, will do all the administration needed to take your PPi compensation complaint to the FOS and here’s how we do it;

• We need you to tell us why you think the bank’s decision is wrong or unfair. In their letter, they will have stated reasons why and we need your help to construct and argument against these points. This will then form the main argument we present on your behalf to the FOS.
• Return any forms and give us information is a timely manner; there are strict deadlines we need to work to in order to register your complaint with the FOS. If we miss this deadline, we miss the opportunity to get PPI compensation on your behalf.

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Why is my PPI claim being referred to the Financial Services Compensation Scheme (FSCS)?

The FSCS are an independent body who handle complaints on behalf of Policy Providers who are no longer in business. This is a similar process that PPI compensation claims go through with the major banks and lenders. The FSCS will look to compensate you if you can prove you were mis-sold PPI on your loan etc.

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Has the Judicial Review in early 2011 impacted on my complaint?

No, there is no direct impact. The only change was the Financial Ombudsman Services (FOS) was inundated with complaints meaning there was a backlog of cases. However, the deadline that banks and lenders have to respond to your PPI complaint has now reverted back to 8 weeks (since January 2012). In other words, as soon as your PPI complaint is submitted to your bank they have 8 weeks to respond.

Any review of cases by FOS may still be slightly delayed, but we will keep you updated as much as we can.

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How long will it take for my case to be reviewed by the Financial Ombudsman Service (FOS)?

Currently, cases referred to the FOS are taking between 3 to 6 months to be reviewed by the Adjudicator. This initial assessment will either be for or against your PPI claim being referred to the Ombudsman.

If the initial review rejects your case, and we feel there is sufficient merit to push your case to the ombudsman, we will do so but please be aware that this could now take a year or more to resolve.

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I was told I had a strong claim but it’s been rejected. Why?

As with all matters of this nature, there are two sides. During our initial assessment of your PPI compensation claim, we use the information supplied to create your claim. When the bank reviewed your case, they may have a ‘different version of events’.

However, this does not mean you do not have an eligible claim and there may be merit in referring it to the Financial Ombudsman Service (FOS)

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How will you update me whilst my complaint is being referred to the Financial Ombudsman Service (FOS)?

Unfortunately, dealing with FOS now that your claim has been referred to them may mean that information on the progress of your case from them may ne intermittent. We may request additional information from you but please be assured, as soon as we have any news or an update we will contact immediately to share this with you.

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This sounds like a lot of work – will PPS charge me extra?

No. If you have a strong complaint and we still believe that is merit in taking your case to the FOS, the original terms and conditions will apply to your account. So, if you don’t win your case with the FOS, you still won’t owe us anything! If you are successful, we will invoice you 35% of the amount you receive.

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