Lloyds TSB Credit Card PPI

di3004

waltermcculloch wrote: »

Hi,

Sorry I've not been in touch much, I'm not sure what the £53 was to do with in my post above, don't think it was anything to do with this.

Anyway, I'll get to the point.

I received two individual letters from Lloyds TSB Insurance on the same day, both with different Ref's.

Both of which read as follows:

"As you know, I have been investigating your complaint.

I am sorry that I am not in a position to complete a final response.

In light of this, you are now entitled to take your complaint directly to the Financial Ombudsman Service if you are unhappy with the delay. The Ombudsman contact details are in the enclosed explanatory leaflet.

Whatever you decide to do, I intend to finalise your concern. As this investigation is taking longer than expected, I now expect to provide you with a full response within the next few weeks.

If you would like to discuss the contents of this letter further or if I can be of any further assistance, please do not hesitate to contact me."


I should really have posted a message about these letters at the time, just not had a chance or had forgotten any time I was online.

What do you guys think of the above reply from Lloyds TSB Insurance?

Do you think I should go to the Financial Ombudsman?

If so, what should I write, do I need to enclose my letters and their replies so far?

Any opinions/advice?

Thanks

Hi Walter

This is the responses that both myself and hubby received on ours with lloyds and as 8 weeks was ample time for them to deal with the cases, we then did move on to the FOS and was successful with the FOS also.

If you want to wait a little longer its up to you, but what lloyds are saying now is at this stage you are eligible to take to the FOS if you want to.

If you want to do this, you can either download and print off a form from the site, or ring them to post one through the post.
Remember to enclose a copy of that letter from lloyds, good luck.;)
http://www.financial-ombudsman.org.uk/consumer/complaints.htm

waltermcculloch

Thanks for your speedy reply Di.

So I download and complete a complain form and enclose the letters I got that I quoted the wording of above?

di3004

waltermcculloch wrote: »

Thanks for your speedy reply Di.

So I download and complete a complain form and enclose the letters I got that I quoted the wording of above?

Hi Walter

Your very welcome.;)

You can download from their site and print this off to send to the FOS and take a photocopy of the letter you received, and enclose that with the form.;)

waltermcculloch

Hi,

I received a final response letter from Lloyds TSB Insurance in the post today, not getting the money back, here is the wording of the letter.

"Thank you for contacting me about your concern regarding your Credit Card Payment Protection Insurance policy. I have carried out a detailed review of your complaint so that I can issue a final decision letter in which a full explanation is provided.

It is important for me to inform you, that my decision has been made on behalf of Lloyds TSB Bank PLC.

You have stated that you would like us to refund all of the Payment Protection Insurance policy premiums charged to your account because you feel you were mis-sold this insurance. If we have misunderstood your complaint please let us know.

Your Concern

The seller who sold the Payment Protection Insurance policy was pushy and did not provide you with the correct information at the point of sale.

Also, you believe the seller had no financial background and the Payment Protection Insurance policy was not sold in your best interest.

My Finding

When you purchased the Payment Protection Insurance policy Lloyds TSB were members of The General Insurance Standards Council and as members were required to comply with the following:

* Ensure that all the information provided to you was clear, fair and not misleading.
* Provide you with enough information and help so you can make an informed decision before making a final commitment to buy the insurance.
* Provide you with all relevant policy documentation.
* Ensure that the products and services offered match your requirements.
* Explain all the main features of the products and services that we offer including all the important details of cover and benefits and any significant or unusual restrictions or exclusions.
* Provide full details of the costs of the insurance.
* Ensure that any advice given or recommendations made are aimed at meeting your needs.

We can confirm that our sellers were properly trained in the need to comply with all the insurance selling regulations in place at the time of the sale.

Furthermore, when the cover was applied, we sent you a Policy Document and a covering letter explaining the Payment Protection Insurance cover and you were given the opportunity at that time to cancel the policy.

We have also sent you monthly statements, which show the premiums charged and had you wished to query or cancel these charges, you could have contacted us at any time.

Had you wished to make a claim, this would, of course have been considered under the terms of the policy.

Decision

Having reviewed your details, I have found no evidence to show that you were ineligible for the cover, or that it was unsuitable for you, based on your circumstances. We do not, therefore, feel that there are any grounds to refund the premiums that you've paid.

If you do wish to cancel, please call 08456017202

I am sorry that my decision was not more favourable to your complaint. I have made this decision based on all of the information available. Should you have any further evidence to support your case that you believe should be considered please contact me to discuss this further. If the new evidence available could influence our decision then your case may be reviewed again.

However, should you wish for the Financial Ombudsman to independently review your complaint, you must refer the matter to them within six months of the date of our letter dated 22 May 2009. Please refer to their self explanatory leaflet about this service which we enclosed in our previous correspondence dated 22 May 2009."


Well, not sure that I can do anything else or go any further with this now, apart from the fact that I don't remember receiving the Policy Document with covering letter, I can't see why I would bin such an important document. Then again, I have no proof of this and Lloyds TSB would just as easily turn round and say they sent it lol.

I just thought I should put a copy of the letter received up for others who are going through the process or are thinking of going the process of a PPI mis-selling claim.

Thanks

di3004

Hi Walter

Do not give this this up, mine was not resolved through lloyds but was with the FOS.

I received the same response as you and I'm sure the FOS will see it your way.

Go to the FOS from here.;)

waltermcculloch

Hi

As I'd already gone to the FOS I had e-mailed them to see if they needed a copy of the final response letter which I'd received from Lloyds TSB, just got a reply advising that "You could fax me a copy although we have now sent out an offer that the bank has put via this service"

So that sounds quite good.

di3004

waltermcculloch wrote: »

Hi

As I'd already gone to the FOS I had e-mailed them to see if they needed a copy of the final response letter which I'd received from Lloyds TSB, just got a reply advising that "You could fax me a copy although we have now sent out an offer that the bank has put via this service"

So that sounds quite good.

Hi Walter, wow that does sound good.:T;)
Please keep us posted on this one, very interesting, glad your keeping this up.;)

maxdp

waltermcculloch wrote: »

Hi,

I received a final response letter from Lloyds TSB Insurance in the post today, not getting the money back, here is the wording of the letter.

"Thank you for contacting me about your concern regarding your Credit Card Payment Protection Insurance policy. I have carried out a detailed review of your complaint so that I can issue a final decision letter in which a full explanation is provided.

It is important for me to inform you, that my decision has been made on behalf of Lloyds TSB Bank PLC.

You have stated that you would like us to refund all of the Payment Protection Insurance policy premiums charged to your account because you feel you were mis-sold this insurance. If we have misunderstood your complaint please let us know.

Your Concern

The seller who sold the Payment Protection Insurance policy was pushy and did not provide you with the correct information at the point of sale.

Also, you believe the seller had no financial background and the Payment Protection Insurance policy was not sold in your best interest.

My Finding

When you purchased the Payment Protection Insurance policy Lloyds TSB were members of The General Insurance Standards Council and as members were required to comply with the following:

* Ensure that all the information provided to you was clear, fair and not misleading.
* Provide you with enough information and help so you can make an informed decision before making a final commitment to buy the insurance.
* Provide you with all relevant policy documentation.
* Ensure that the products and services offered match your requirements.
* Explain all the main features of the products and services that we offer including all the important details of cover and benefits and any significant or unusual restrictions or exclusions.
* Provide full details of the costs of the insurance.
* Ensure that any advice given or recommendations made are aimed at meeting your needs.

We can confirm that our sellers were properly trained in the need to comply with all the insurance selling regulations in place at the time of the sale.

Furthermore, when the cover was applied, we sent you a Policy Document and a covering letter explaining the Payment Protection Insurance cover and you were given the opportunity at that time to cancel the policy.

We have also sent you monthly statements, which show the premiums charged and had you wished to query or cancel these charges, you could have contacted us at any time.

Had you wished to make a claim, this would, of course have been considered under the terms of the policy.

Decision

Having reviewed your details, I have found no evidence to show that you were ineligible for the cover, or that it was unsuitable for you, based on your circumstances. We do not, therefore, feel that there are any grounds to refund the premiums that you've paid.

If you do wish to cancel, please call 08456017202

I am sorry that my decision was not more favourable to your complaint. I have made this decision based on all of the information available. Should you have any further evidence to support your case that you believe should be considered please contact me to discuss this further. If the new evidence available could influence our decision then your case may be reviewed again.

However, should you wish for the Financial Ombudsman to independently review your complaint, you must refer the matter to them within six months of the date of our letter dated 22 May 2009. Please refer to their self explanatory leaflet about this service which we enclosed in our previous correspondence dated 22 May 2009."


Well, not sure that I can do anything else or go any further with this now, apart from the fact that I don't remember receiving the Policy Document with covering letter, I can't see why I would bin such an important document. Then again, I have no proof of this and Lloyds TSB would just as easily turn round and say they sent it lol.

I just thought I should put a copy of the letter received up for others who are going through the process or are thinking of going the process of a PPI mis-selling claim.

Thanks

Do not be put off with this letter it is a standard reply. Just carry on with the process am sure it will be fine in the end.

waltermcculloch

Thanks Di & Maxdp

di3004

waltermcculloch wrote: »

Thanks Di & Maxdp

Your welcome Walter and your almost there.:T;)