Normal Response?

Ansu

Contact the department that sent you the letter, quoting the reference at the top.

Ask them to look at your complaint again under hardship, it just seems tha they have missed that, the FOS won't look at your complaint until they have issued a final response, at which point Lloyds will refer you anyway.

They should then either accept or decline your hardship waiver request, if declined they will explain why, send them an income&expendature form as well if you haven't already, you can download one from the national debtline website.

Widelats

Drunkstar wrote: »

Ok, this is the letter they sent me as a response to me sending out the second letter (following the timescale set down on MSE).








See, not even acknologing (sp?) my request that it be looked at under the Hardship waiver.


So what now? 5 weeks before contacting the Ombudsman?

I can't see your letter here on my screen. This is what i have done:

Sent letter to claim my fees, they replied saying "We think its fair blah blah blah" so i sent my next letter asking for my fees under the waiver of the FSA like this:

Dear Sir /Madam,

I refer to my claim for my charges fees under the FSA waiver rules, i consider my case to be a certain under these rules."

They then sent me a letter saying they have sent my claim off to Andover Customer Services Recovery centre as they specialise in these claims and they said allow 4 weeks at least for a response, this was a week ago they have 3 weeks left to give me a response. I did not give them any offers of reductions i want it all with interest.

Hope that helped.

gizmomum

This sounds exactly like what we're going through with them at the moment.....it all gets passed to their recovery centre who then have caused us nothing but trouble with our bank account. We did try speaking to them about it but they deny there's any such thing as a hardship waiver!!!!

Widelats

gizmomum wrote: »

This sounds exactly like what we're going through with them at the moment.....it all gets passed to their recovery centre who then have caused us nothing but trouble with our bank account. We did try speaking to them about it but they deny there's any such thing as a hardship waiver!!!!

Cheers, now i know what to expect.

natweststaffmember

I think if you target the letter on hardship ie, 2(a) and 2(b) of the FSA Waiver on Bank Charges Annex 2 page 11 it will show you mean business. Link to Waiver is on my signature.

Drunkstar

Well I had said (in both leters I sent them) that it was due to hardship via the waiver, though I didnt quote the exact paragraph and parts of the ruling.

So should I send another now or what? Im seeing multiple suggestions but I am easy confused... I worked for BT for years remember. :P

natweststaffmember

Drunkstar wrote: »

Well I had said (in both leters I sent them) that it was due to hardship via the waiver, though I didnt quote the exact paragraph and parts of the ruling.

So should I send another now or what? Im seeing multiple suggestions but I am easy confused... I worked for BT for years remember. :P

I worked for the bank for my sins for many years so don't worry except if I have a telephone related query .
If they have rejected you send them one more letter giving them 14 days with the exact reasons why you fit the hardship criteria.

Drunkstar

Right, I got a call last night as I was writing the new letter out. The customer service people seeing what they could do to help (and bless 'em, they tried. The nice lady even removed some upcoming charges so the spiral should hopefully stop). Then this morning I got anothe rleter telling me the same as the one above, ut to expect a call from the customer service team! Timing.
Anyhoo, I rang the Andover team to ensure I knew what was happening, seems they put my case on hold! I explained to the rep that I was claiming under the hardship waiver as I had explained in both of my leters. She apologised and is sending out an income/expenses form.

So, update once thats sent off.

natweststaffmember

Drunkstar wrote: »

Right, I got a call last night as I was writing the new letter out. The customer service people seeing what they could do to help (and bless 'em, they tried. The nice lady even removed some upcoming charges so the spiral should hopefully stop). Then this morning I got anothe rleter telling me the same as the one above, ut to expect a call from the customer service team! Timing.
Anyhoo, I rang the Andover team to ensure I knew what was happening, seems they put my case on hold! I explained to the rep that I was claiming under the hardship waiver as I had explained in both of my leters. She apologised and is sending out an income/expenses form.

So, update once thats sent off.

What telephone number did you get for them?

Drunkstar

Right, just rang them up (01264725214) to chase up as its been 8 weeks since I sent off the first letter.
The lady on the other end said the claim was on hold like all claims and all they had to do was look at stopping the hardship (ummm, its why Im claiming) and nothing further would be done for me. Seems stopping one lot of charges was enough for them, and that was done before they even got my income/expenditure form.

Guess its the ombudsman next then.