pp i question guide card

7/18/2019 Pp i Question Guide Card

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How to fill in the Financial Ombudsman Service consumer questionnaire

This guide is designed to be printed and used alongside thequestionnaire. Relevant text can be copied across but please replacethe information in bluewith your personal details.

f you are not sure of any answers! tic" #$an%t remember%! #&ot sure% orleave it blan" but try to complete as much as possible. f you are stillhaving problems filling it out call the Ombudsman on '(''' )*+ ,- /0or '*'' 1)* / 1)* from a mobile2.

34ORT5&T6 7ou will need to complete a new form for each agreementyou%re claiming for.

Section 58 about you

51. 4lease give us your name and contact detailsInsert the name, date of birth, address, phone numbers and email address of the accountholder. If its a joint account enter details of both account holders.

5). f someone is complaining on your behalfplease give us their detailsIf a friend, relative or claims handler is complaining on your behalf, complete this with theirname, address, phone numbers and email address, otherwise ignore.

5*. 9hat is the name of the financial business you are complaining about:Enter the name of the company that you think is responsible for your complaint. This isusually the provider of the credit card or store card.

5+. 9hat is the policy number of the 44 you are complaining about:

Enter the specific insurance account number if known or the account number of your creditcard if not.

Section ;8 about the sale of the insurance

;1. 9hen did you ta"e out this 44:A. Enter the date that you started your credit or store card agreement. This can be anestimate if you do not know the eact date.

;).


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;-. 9hat is the current situation with this insurance:%roviding as much info as possible here will help the provider find your paperwork and couldgive an idea on how important the policy was to you &or not'(. If you would like to eplain whythe policy was cancelled early use the etra space in section ).

;. Have you ever made a claim on the 44 you are complaining about:

*aking a claim does not stop you from making a misselling complaint but it will be taken intoconsideration if you win.

Section $8 about the money you borrowed

This section can help to check if the lender looked into your circumstances before it sold thepolicy eg whether you could afford the repayments, whether insurance was suitable for thetype of purchase.

If you have had financial difficulties this should be taken into consideration when yourcomplaint is investigated and details of missed payments or arrears can help towards this.

Section


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If misselling is due to your employment statusI /select from was !knew I was soon to be0/select from self employed!unemployed !retired !over the age limit0when I took out the policy and I made your member of staff aware of this.#our member of staff did not ask me about my work status !age0when the policy was sold.

If misselling is due to a medical condition

#our member of staff did not ask me about any previous medical conditions. I informed yourmember of staff that I had previous medical conditions but they did not inform me of the effectthis could have on the insurance when the policy was sold.1aving now read the terms of the policy I have noticed that the medical condition of /insertcondition you hold0is not covered and /select from I informed your member of staff that I hadthis condition but they did not inform me of the effect this could have on the insurance !yourmember of staff did not advise me of potential eclusions0when the policy was sold.

If misselling is due to a lender been fined#ou have been fined by the )+A for failing to treat your customers fairly when selling %ayment%rotection Insurance and I do not believe that my policy was sold in my best interests.

If misselling is for general reasonI was not given the correct information when the policy was sold to me, as /select from

your salesperson stated !implied that taking out the policy would assist my credit

application.

your salesperson was very pushy in selling me the policy so that I felt I could not say no.

your salesperson did not tell me that the policy was optional /use if relevant or deleteand

I have since realised that I have alternative insurance cover0.

your salesperson stated !implied that taking out the policy was essential for me to get the

associated credit /use if relevant or deleteeven though I informed them that I already hadalternative insurance cover0.

your salesperson did not give me full information on what the policy would and would not

cover. I am concerned the sales assistant that sold me the policy has no financial background

and the policy was not sold in my best interests.

having recently looked at the paperwork for my credit card !store card I have noticed that

only/insert name person covered by the policy0 is fully covered by the policy and /insertname of person not covered by the policy0is /select from not entitled to claim for allsections of the policy !is not covered at all0, when I was informed !led to believe that allparties were e2ually entitled to the insurance cover.

having recently looked at the paperwork for my credit card !store card I now realise that I

have been paying for insurance that I did not know I had taken out so could not havebeen eplained to me.0

$3TE 4 1ave you included all copies of paperwork about your insurance5

Section F8 your declaration

4lease read and sign thisdeclaration

+ign and date on the lines provided. If its a joint account both account holders should signthe form. If you are completing the form for someone else, this should be the person whoholds the account.

4lease use this page of you need more space for answering any questions


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If you need to give more information in sections 6 to E, enter details on this additional sheet,making sure you also mention the relevant 2uestion number eg 67 8hy the insurance wascancelled or E why you are unhappy with your insurance.

$ow send the completed form to your bank!insurance provider.

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