Mortgage Search Northants director Derek Casey says Sesame is threatening to take legal action to recover almost £2,000 in com- pensation, plus Financial Ombudsman Service fees but will not show him evidence to explain how it reached its decision.
Casey, formerly of Derek Casey Mortgage and Financial Services, says he left the network and handed over his client files in 2003. He made photocopies of most of his files before surrendering them.
Sesame subsequently received three complaints and Casey held copies of the files for two of them, which he provided to Sesame. The network dismissed these two complaints.
However, he did not have a copy of the file relating to the third complaint.
He says: “After 10 months of no progress on the complaint, I wrote to Sesame, explaining my version of events and notifying them that I did not have a copy of the file for that client. Within a week, I got a letter back, saying that they have upheld the complaint.”
Sesame refuses to confirm whether it has the client file and has provided conflicting reasoning for its complaint decision.
In a letter to the complainant, Sesame states: “…there is no record of your attitude to risk at the time the policy was sold.”
But in a letter to Casey, Sesame says: “The level of investment risk associated with this policy was inappropriate at the point of sale.”
A Sesame spokeswoman says: “We are investigating any apparent discrepancy in the letters.”