www.iva.co.uk

I have completed my IVA and awaiting my completion certificate. I completed all PPI documents in December 2012 almost 9 months ago I rang the PPI company on 25th April 2013 for an update and they told me they would have a clearly picture in two weeks and they would get back to me I heard nothing. So I rang them again last Thursday and was told I would receive a ring back by the end of the day which I didn't I rang again on Friday and was told the same thing and again I didn't receive a ring back. I rang again on Monday to be informed that my paper work has been misled (lost) they have no record of my telephone calls even though I have the dates and times of ringing and can tell them what office is dealing with my claims something they didn't know and I am going to have to start the process from the start again. This is a nightmare. I phoned my IVA company on Monday and informed them and they send a email and they told me they would ring me back. I had to ring them back today and have been told there is no update on my case this will hold up my certificate of completion for ages and it is no fault of mine I have done everything that has been asked of me and now this. I just sat on Monday night a cried, had an interview for promotion yesterday and it went terrible because all I can think of is were has my information went and who has it.

I forgot to say why I am posting this cannot someone tell me what my rights are in this situation?

Thanks

Hi -- sorry to hear of this mess ! I am afraid there is little you can do other than make a formal complaint with your IP --- if this gets you nowhwere, then you can escalate this to their regulators.

Who are you with ?

If your IP has a representative on this forum it may be worth trying them directly as it can speed things up.

http://www.bis.gov.uk/insolvency/contac ... ts-Gateway. using the link above make a formal complaint against your IP. It is his/her ultimate responsibility for the supervision of your IVA so they should ultimately be held responsible for all aspects be it PPI or VAT issues or what ever else they can dream up lately. You should not be in this position, you signed a contract and it seems that you have abided by it to the letter. The more people that complain through the government body then the bigger the chances that IP's will be seen to being held accountable for their side of the contract.

Thank you all for you help. Foggy I am with cleardebt I have to wait until Monday before they can give me an update.

Hopefully David Mond will pick this up. Cleardebt were at the forefront of clearing the way ahead with PPI hold ups, so, hopefully, should be able to sort this out.

I've sent this thread to David Mond who will want to look into this personally for you KM1512. Am sure you will hear from him very soon.

Hi KM1512 - I am on it now. Will get back to you asap.

Regards

Hi

How frustrating !

Hopefully David will get to the bottom of your PPI claim so that your IVA can be concluded

Regards

Hi KM1512,

Unfortunately, the series of events as described by you appears to be 100% accurate and I apologise profusely that this situation has occurred.

I have arranged for a senior member of my staff, Tom O’Connor, to contact you today to resolve the issue.

Once again, I am very sorry that the processes of ClearDebt appear to have failed in this instance but please be assured that this matter will be dealt with immediately now that I am aware of the problem.

Let me know after Tom has spoken to you and that you are happy at the outcome of same.

Regards

David

David, I'm sure your client will be more than happy with how you've dealt with this and it displays a committment to client care that is missing with a lot of companies.

It's refreshing to see an IP hold their hands up to an error, to apologise and to rectify the situation.

Even the best firms make mistakes -- the measure of the firm is how they deal with them.

Thank you, David.

Lets hope it can get sorted quickly for you now David is on the case.

Good to see you putting your hand up David, wish some others would learn from your example and admit when they mess up and not blame everyone and there dog. You are to be applauded for your honesty.

David thank you very much for you quick reply and all I can say is that Tom was amazing and I am happy that I am with Clear debt as they have always been helpful and the customer service I received was first class. I will keep in touch with Tom and thank you again. You may have taken the blame but I don't see it that way as I don't blame yous I blame the person who took my information but we are looking forward not behind us.