Tick the box

I thought I'd update you on this saga. Following the advice of @amersall and @DrSqueeze, my parents contacted Lloyds TSB two weeks ago and were assured that they would have a response to their complaint by the end of November (the 16-week deadline).

Having heard nothing more, they contacted Lloyds TSB again today and that's where the wheels came off the cart... The chap to whom my Dad spoke said that the complaint was under investigation but they'd be grateful for some more information - such as why he thought that the PPI was missold. At this point Dad asked if they had received the completed questionnaires that he had sent via Recorded Delivery and was told no. This fact was not mentioned two weeks ago when Dad called.

Since the phone call, Dad has written an email to Lloyds TSB and included the completed questionnaires as attachments. Thankfully, they were completed in Microsoft Word! He's also attached a scanned copy of the Recorded Delivery receipt (with tracking number). Via the Royal Mail website it shows clearly that it was delivered to Lloyds and signed for. The email was copied to Andrea Barry, Ian Hallett and to the agent at the FOS who initially dealt with their inquiry.

Thankfully, the chap Dad spoke with this morning said that he'd have a response by the 1st December. We will wait and see. What irks my parents the most is that they have banked with Lloyds for nearly 50 years and this is the worst level of customer service they have experienced. I'll keep you posted on where we go from here and what my folks hear from the above individuals.