What are my options

stevemcb

Hi everyone
Just looking for some advice really about best way to pursue a complaint .
We recently sought Independant advice about remortgage and decided upon a fixed rate with Llyods TSB.Only had to open an account with them and we would be sorted.
So we went through the rigmarole of my wife and i having to go into a branch at a conveinient time and opened an acoount. No problem or so we thought.
About a week or so later recieved phone call from Llyods Tsb that we actually had to bank with them (Ie wages paid into the account ) and it should have been made aware to us at the time.I told them i was reluctant to move current accounts because of the hassle with Direct Debits ect. but was told i had to and that there would be no problem, they would take care of everything.
Paid the first mortgage payment off from our existing account while they were transferring our DDs accross to the account from Lloyds.
Then cancelled our old account after we got the ok from Llods that all our DDs were transfered.
Straight away they failed to honour a DD which i had to inform them of.But worse was to come,,it was only when we recieved our first "paper bill" that we noticed that they hadnt been collecting Our Mortgage payments.
Quite unbelievable i thought because that was only reason i had an account with them in first place,was the bloody mortgage!!!.
Anyway we had to inform them again that they hadnt collected our payments.
But the best was to come Then recieved letter from them threatining to report our arrears to Credit agencies,,in other words pay up or we will Blacklist you.
I was absolutly fizzing ,have called three numbers and each one says its someone eles fault.
What are my options ,, I would love to tell them where to go but fixed rate for two years .

Any advice would be great

ps sorry about length of post,,new to this

Robert_Sterling_3

BE cool calm collected and forgiving. They have messed up big time. Be patient and polite. You are holding all the best cards. They will compensate you in due course. Anyone can "go off their rocker" equally anyone can make a mistake. [ I made one myself once ]

johnllew

I have found Lloyds TSB to be just about the worst bank ever. I've made several complaints to them and have been compensated up to £75 on nearly every occasion. You probably have better cause for complaint than I had.

Here's their complaints procedure: http://www.lloydstsb.com/contact_us/complaints_procedure.asp

Follow it and right from the start I suggest you ask for compensation for stress and distress in addition to any other expense incurred: bank charges, phone calls, time lost off work etc. Pursue your complaint enthusiastically but politely. If the complaint goes to the Financial Ombudsman, I understand it will cost them £350 - it will cost you nothing. They may well settle for something less than that if they've got any sense.

Robert_Sterling_3

By remainig calm and polite in the face of this travesty you will strengthen your hand if it gets as far as the ombudsman.

stevemcb

Thanks folks

Much obliged,,,will set the ball rolling will let you know how i get on
Thanks again
Steve

deemy2004

Alliance and Liecester is worse than the TSB.

Count yourself lucky

MarkyMarkD

... but they don't make you move your current account to get a mortgage. That's a nasty and unnecessary requirement restricted to the nasty old banks, I think.

stevemcb

Letter is in post ,,will keep you posted

jonesMUFCforever

This does seem bad.
Please use the link to the complaints department.
In this day and age I do not think it is compulsory for you to have your banking with your mortgage provider. I would complain about this as well as the mess with your direct debits and missed mortgage payment.
Branch managers are given targets which can be achieved more easily when products are crossed -sold to you. ie you go in to get a mortgage you walk out with a mortgage and a current account, insurance credit card life insurance etc
Eric

stevemcb

Hi Folks

Had a reply from TSB just explaining what went wrong and an apology.
No offer of compensation or anything
Whats the best thing to do next ?

jonesMUFCforever

If you can prove a loss either in monetary or reputation write back stating that you expect more than an apology. You may require evidence of your loss if it is a monetary one (eg if d/d company have charged you for missing a payment) loss of reputation is more difficult to judge but put the ball in their court and ask them what they will do for you.Mention if you do not get satifactory reply that you will consider taking it to Banking Ombudsman.
Eric