Case study 12 – Delay

Case study 12 – Delay

Mr A used a Claims Management Company (CMC) to reclaim PPI from his bank in 2012. The
bank rejected this complaint in October 2012. The bank did not send the final response letter to the
CMC, only to Mr A. The CMC was initially unaware that the claim had been rejected, which lead
to confusion over the bank’s final decision.

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January 22, 2016