Sorry PPI again..

[David Mond]

Interesting point Niobe - and worth looking into. However we'll see how the initial trial of this works out and take every comment/issue into consideration.

[Niobe]

If a client was really not happy about this and told you so, would you consider it on a 'case by case' basis?

[Foggy]

Hi David. I appreciate your wish to speed matters up, as, ultimately, do your clients, I am sure. But, as has been said, it isn't on to "force" a home visit on those that do not want one, for whatever reason.

Refusal of a home visit cannot be considered as non-compliance, as to make someone allow an unknown and uninvited stranger into their home is not reasonable.

[Niobe]

Agree Foggy. I wouldn't be happy if I'd managed to hide things from my family during the IVA.

[David Mond]

I agree with you both. The home visit is preferable but if a client wanted to make alternative arrangements then these will be accommodated as far as possible.

We have allowed some clients to meet at pubs, coffee shops or wherever they feel comfortable as long as they are free to speak openly.

If a client has an issue with a home visit or really objects to a face to face visit then of course I would never class this as non-compliance.

I would however urge all members to keep an open mind. The feedback we have received has been overwhelmingly positive.

In doing home visits I am sure we will see less errors, fewer erroneous claims, a much quicker process and less interaction with the client – which is ultimately what everybody has been asking for.

To answer a couple of the queries from the previous page – ClearDebt do hold documentation which will be passed to the claims representative but obviously the more information you can provide eliminates the need at a later date to come back requesting proof of address, ID, another signature and again is to speed up the process.

Again, the purpose of the credit search is to gather as much information as is possible about historic creditors. Mis-sold PPI must be paid to the estate regardless of whether or not that specific debt is included within the IVA. The credit search ensures that if there are other potential claims then these are all realised as is my obligation. There is no quicker or easier way to get this information than with a credit search.

I hope this fully explains the process. If anyone is dead against having a face to face meeting then I understand and alternative arrangements can be made. However, I for one certainly see the benefit of the process and hope others can too.

David

[Foggy]

Thank you for that explanation, David. I can see where you are coming from and, had such things been explained prior to arranging a meeting, I am sure clients would, too. However, as, it seems, with all things PPI at the moment, this is a bombshell out of the blue.

Your company is far from alone in this, but many IP's seem to lack basic communication skills and seem to forget they are dealing with people here, not spreadsheets.

[susieq73]

I had this company contact me yesterday, I didn't answer my mobile until after 7pm due to being at work but over the course of the day, they had actually called my home number over 8 times and my mobile over 6 times. The calls were all coming up either withheld or private number and i never answer these. A simple voicemail would have sufficed. I can understand why Cleardebt need to do this and i've signed up for the 30 day trial but to be honest i no longer have any of the credit agreements, i never keep these. only have the statements for the ones included in the IVA and i cannot remember what i've had in the past. Anyway, someone is coming to my home next wednesday but i made it at a time when hubby will be in too as i didn't want a stranger in my house when i'm alone.
I only hope all this work is worth it and they get a decent amount of this PPI rubbish back for my IVA.