Questions of Cash: PPI compensation claim and the cheque I couldn't cash


Q. I'm writing about the compensation scheme at the insurer CPP [for the mis-selling of payment protection insurance]. My husband was sold a policy in 2004. He died in May 2013 and in August last year a letter came from CPP explaining that he may be eligible for compensation for mis-selling.

I informed CPP of his death and pointed out that the policy was held jointly. I sent my husband's death certificate and documents proving my identity. Eventually I was told by letter that, if eligible, I would receive a cheque in six to eight weeks. A letter then came addressed to me, but enclosing a cheque payable only to my husband. I had closed his bank account in May 2013. My bank will not accept the cheque.

I spoke to CPP again, saying I was unable to pay the cheque into my account. I was told by a supervisor that I would have to wait a further six to eight weeks for a cheque to be reissued. I have now received a letter from the joint administrator of the compensation scheme saying the reissuing of the cheque could take another eight weeks on top. He adds that this is their final letter in relation to my complaint and says he hopes I am satisfied with the way the matter has been handled! I don't feel I should have to go through such a tortuous process to obtain compensation to which I am entitled. I am 81 and have been left feeling exhausted and frustrated. MA, Somerset.

A. CPP apologises for what it accepts was poor and insensitive handling of this matter. You should have now received its cheque in full payment of the claim. Helen Spivey, CPP's head of investor and corporate relations, said: "The scheme process includes the opportunity ... to claim on behalf of a customer who has passed away. Our priority is to manage claims in these circumstances with empathy, and we appreciate that this is a very sensitive matter and sincerely apologise for any distress to [the reader] as a result of her claim on behalf of her late husband. "

Washing machine row on a non-stop cycle

Q. We bought a washing machine from ISE Ltd in April 2009. The price included a five-year warranty to cover all repairs and parts, and during that time the machine was repaired a few times by our local engineer at no cost.

At the start of April, though, with just a few weeks to run on the warranty, it was clear there was a serious problem. Our usual engineer is not working at present but ISE arranged for another firm to come out. It did an initial repair under the warranty but told us there were further problems requiring extra work. It referred back to ISE, which wrote to inform us that it would not arrange the repairs under the warranty. It blamed this decision on its insurer and sent us a £70 cheque to settle. We obtained a quote for the repair of £177, plus VAT and parts.

We wrote to ISE returning its cheque and stating that we had a binding legal contract with it, not its insurer, which says that the warranty covers repairs and parts. ISE has restated its position. KC, West Yorkshire.

A. Kenneth Watt of ISE said the warranty "was sold and clearly shown as being an insurance-backed warranty, rather than a manufacturer warranty". As such, approval for any claim is decided by the insurer. Under the terms of your purchase agreement, he said, you were only due a £7.50 repayment as it was one month short of being out of warranty. Any further compensation should be sought from the retailer, which should have properly explained the warranty, said Mr Watt. But your understanding was that ISE sold the product and you are convinced the warranty does apply. We suggest you refer this to the Financial Ombudsman.

Independent Partners; Do you need financial advice on your investments, pension or insurance? Book a free consultation with an independent Financial Adviser at

Finacial products from our partners
Property search
Latest stories from i100
Have you tried new the Independent Digital Edition apps?
Independent Dating

By clicking 'Search' you
are agreeing to our
Terms of Use.

ES Rentals

    iJobs Job Widget
    iJobs Money & Business

    Recruitment Genius: Compliance Manager

    £40000 - £60000 per annum: Recruitment Genius: A Compliance Manager is require...

    SThree: Talent Acquisition Consultant

    £22500 - £27000 per annum + OTE £45K: SThree: Since our inception in 1986, STh...

    Recruitment Genius: Experienced Financial Advisers and Paraplanners

    Negotiable: Recruitment Genius: This extremely successful and well-established...

    Guru Careers: FX Trader / Risk Manager

    Competitive with monthly bonus: Guru Careers: We are seeking an experienced FX...

    Day In a Page

    Seifeddine Rezgui: What motivated a shy student to kill 38 holidaymakers in Tunisia?

    Making of a killer

    What motivated a shy student to kill 38 holidaymakers in Tunisia?
    UK Heatwave: Temperatures on the tube are going to exceed the legal limit for transporting cattle

    Just when you thought your commute couldn't get any worse...

    Heatwave will see temperatures on the Tube exceed legal limit for transporting cattle
    Exclusive - The Real Stories of Migrant Britain: Swapping Bucharest for London

    The Real Stories of Migrant Britain

    Meet the man who swapped Romania for the UK in a bid to provide for his family, only to discover that the home he left behind wasn't quite what it seemed
    Cheaper energy on the way, but it's not all sunshine and rainbows

    Cheaper energy on the way, but it's not all sunshine and rainbows

    Solar power will help bring down electricity prices over the next five years, according to a new report. But it’s cheap imports of ‘dirty power’ that will lower them the most
    Katy Perry prevented from buying California convent for $14.5m after nuns sell to local businesswoman instead

    No grace of God for Katy Perry as sisters act to stop her buying convent

    Archdiocese sues nuns who turned down star’s $14.5m because they don’t approve of her
    Ajmer: The ancient Indian metropolis chosen to be a 'smart city' where residents would just be happy to have power and running water

    Residents just want water and power in a city chosen to be a ‘smart’ metropolis

    The Indian Government has launched an ambitious plan to transform 100 of its crumbling cities
    Michael Fassbender in 'Macbeth': The Scottish play on film, from Welles to Cheggers

    Something wicked?

    Films of Macbeth don’t always end well - just ask Orson Welles... and Keith Chegwin
    10 best sun creams for body

    10 best sun creams for body

    Make sure you’re protected from head to toe in the heatwave
    Wimbledon 2015: Nick Bollettieri - Milos Raonic has ability to get to the top but he must learn to handle pressure in big games

    Nick Bollettieri's Wimbledon files

    Milos Raonic has ability to get to the top but he must learn to handle pressure in big games
    Women's World Cup 2015: How England's semi-final success could do wonders for both sexes

    There is more than a shiny trophy to be won by England’s World Cup women

    The success of the decidedly non-famous females wearing the Three Lions could do wonders for a ‘man’s game’ riddled with cynicism and greed
    How to stop an asteroid hitting Earth: Would people co-operate to face down a global peril?

    How to stop an asteroid hitting Earth

    Would people cooperate to face a global peril?
    Just one day to find €1.6bn: Greece edges nearer euro exit

    One day to find €1.6bn

    Greece is edging inexorably towards an exit from the euro
    New 'Iron Man' augmented reality technology could help surgeons and firefighters, say scientists

    'Iron Man' augmented reality technology could become reality

    Holographic projections would provide extra information on objects in a person's visual field in real time
    Sugary drinks 'are killing 184,000 adults around the world every year'

    Sugary drinks are killing 184,000 adults around the world every year

    The drinks that should be eliminated from people's diets
    Pride of Place: Historians map out untold LGBT histories of locations throughout UK

    Historians map out untold LGBT histories

    Public are being asked to help improve the map