important information

CLIENT LOG IN PORTAL




Dear Sir/Madam,

Due to recent changes regarding the mis-selling of PPI and the recent case regarding the mis-selling and non-disclosure of commission on PPI and Financial Products (Plevin v Paragon), below are statements from the many of the Major Financial Institutes in the UK advising of the action they are required to under-go regarding consumers cases.


Statement from Santander

You will be aware that since 28 January 2016, we have been unable to issue a full Final Response Letter where the PPI mis-sale has not been upheld but issues raised by the Plevin case may be applicable. Since the 29 August 2017, in line with the rules and guidance issued by the FCA, we are gradually working through the Plevin on Hold cases and will clear these as soon as we reasonably can. At this stage, we anticipate completion by the end of the year. We wanted to provide this update so that you do not issue chasers for the on hold cases unnecessarily, as they will not be worked any sooner.


Statement from The Lloyd's Group.

Following the Financial Conduct Authority’s (FCA) policy statement (PS17/3) released on 2 March 2017, the new rules and guidance on Payment Protection Insurance (PPI) complaints, come into effect on 29 August 2017 which means that our process for handling undisclosed commission complaints (Plevin) will change. From 29 August 2017, we’ll no longer issue 1.6.2 letters and will provide full Final Response Letters. Any complaints upheld in the customer’s favour include commission in the redress (as per the current process). Any mis-sale complaints that are defended and are impacted by the non-disclosure of commission, will have the commission amount above the tipping point refunded. All our calculations for commission are aligned with both the FCA and Financial Ombudsman Service. As we‘ve stated in previous communications, we will work the ‘on hold’ 1.6.2 population as a priority and anticipate this work starting shortly after the 29th August. We‘ll be in touch once we have more information about the start date. In line with the PS17/3 policy statement we’ll proactively mail “previously rejected complainants who are eligible to make a further complaint in light of Plevin”.


In relation to your own cases, we will be in contact with you directly once we have had further information from the Financial Institutes regarding this new finding.

If you still need further information regarding your ongoing cases, please complete the below Contact Form and a Customer Service Advisor will email you an update regarding your cases.