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Mr F became a client of ours in March 2019 when he used our e-sign service to sign our initial pack. Mr F had previously employed another company to investigate his PPI and therefore did not believe he had any accounts to complain about. We wrote to Capital One, GE Money, Halifax, Lloyds, Lombard, MBNA, NatWest, Royal Bank of Scotland and Santander to ask them to provide details on all accounts Mr F had with them and to confirm whether or not a PPI policy was ever attached to the account(s). We received confirmation of PPI polices for accounts with Halifax and Lloyds, some of which had been previously investigated by the company previously employed by Mr F. With the account information provided by both Halifax and Lloyds we contacted Mr F to go though the Financial Ombudsman Services PPI mis-selling questionnaire for each account. We used these questionnaires as the basis for each of our complaints. This includes looking at Mr F’s circumstances and the features of the policy to see whether the policy was suitable for him. Having reviewed all of the information available we came to the conclusion that the policy was mis-sold. Our complaint letter(s) instructed the lender(s) to put Mr F back in the position he would have been in if he had not taken out the PPI policy plus interest. Six weeks after the submission of our complaints we received final decision letters for each of Mr F’s complaints. From start to finish the process took 3 months and Mr F received over £17,400 in compensation.
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