Big story in the press this week centres around 'Project Kestrel'. Lloyds has launched a mass mailshot – to more than 230,000 Halifax customers offering possible refunds to customers who may have been mis-sold payment protection insurance on their credit cards. This outcome of 'root cause analysis' by the bank clearly has found significant failings in Halifax' processes during the sale of these particular policies and is limited to 2008 / 2009 sales.
The letters will prompt credit card customers to contact a special call centre operated by outsourcing firm Capita. I believe the centre will try to understand whether a customer was entirely unsuitable for the policy and award compensation accordingly. The article comes at an interesting time (just ahead of the Judicial Review, which begins tomorrow) and puts Lloyds in a more positive light despite its complete unwillingness to deal with its own PPI complaints.
I welcome the Association of Mortgage Intermediaries press release to its industry urging cooperation on Payment Protection Insurance complaints. Given certain lenders have decided to delay settlement of the majority of its outstanding claims, AMI's position appears fair and reasonable given the current climate.
We are still keen to continue pushing claims to settlement for our clients and should you wish to make a complaint, please contact PPI Return as soon as possible at www.ppireturn.co.uk
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