Lloyds - Customer Service Recovery office- what a joke!

Muststopworrying

We received a letter from this place, based in Birmingham bascially apologising for an oversight on our account a few months back.

They offered to refund some money and backdate it, however they have not done this since last month, and the problem is still there.

The 0121 contact number just rings and goes to voicemail every single time, they must just never pick up the phone, so anoyying!

Anyone else had the same thing?

johnmoney05

Yes. Same happened to me. Then I emailed to the CEO....they called me within a couple of hours. Problem sorted and gave me compensation.

10_66

Muststopworrying wrote: »

We received a letter from this place, based in Birmingham bascially apologising for an oversight on our account a few months back.

They offered to refund some money and backdate it, however they have not done this since last month, and the problem is still there.

The 0121 contact number just rings and goes to voicemail every single time, they must just never pick up the phone, so anoyying!

Anyone else had the same thing?

Try Customer Service Recovery Unit's freephone number, 0500 758 888.

Muststopworrying

Thanks, what is the CEO's email address?!

opinions4u

Muststopworrying wrote: »

Thanks, what is the CEO's email address?!

I love this link.

http://www.connectotel.com/marcus/ceoemail.html

[EMAIL="eric.daniels@lloydstsb.co.uk"]eric.daniels@lloydstsb.co.uk[/EMAIL]

Muststopworrying

Tried that 0500 number, goes to Lloyds in Glasgow who claimed they couldnt help, urgh!

Time for the email I think!

jambosans

Just so you are clear on the next steps:-

Lloyds TSB Complaints Procedure

Seeing as you can't get in contact with Customer Service Recovery via the telephone number they have provided I would try going through PhoneBank on 08453000000 (or 02077857654 - normally international but being a land line it may be free if you have inclusive calls/ minutes). If you explain you have an outstanding complaint you wish to discuss I'm sure they will transfer you through.

Failing that, as per the information on the page linked above, you will have to take it to the Financial Ombudsmans Service.

Extant

jambosans wrote: »

Just so you are clear on the next steps:-

Lloyds TSB Complaints Procedure

Seeing as you can't get in contact with Customer Service Recovery via the telephone number they have provided I would try going through PhoneBank on 08453000000 (or 02077857654 - normally international but being a land line it may be free if you have inclusive calls/ minutes). If you explain you have an outstanding complaint you wish to discuss I'm sure they will transfer you through.

Failing that, as per the information on the page linked above, you will have to take it to the Financial Ombudsmans Service.

What? No, not failing that, at all - AFTER that.

Muststopworrying

I just dont see why you have to call a number which costs 7p per minute to sort out a problem that someone their end caused!

jambosans

BarclaysManager wrote: »

What? No, not failing that, at all - AFTER that.

I would say that being unable to come to resolution with Lloyds TSB directly is failure, at which point you would involve the FOS.

Picking me up on a rather negligible choice of words.

jambosans

Muststopworrying wrote: »

I just dont see why you have to call a number which costs 7p per minute to sort out a problem that someone their end caused!

Well send Eric Daniels an e-mail if you think this will resolve the matter quickest. The FOS will not be interested in a complaint to Eric Daniels however, they will require you have followed Lloyds TSB's Complaints Procedure before escalating to them.

I understand you're annoyed but from Lloyds TSB's perspective they have offered you a resolution. You do not want to accept this, as a result you will have to inform them of this. Frustrating though it may be you cannot get in contact with them through the number provided you will still have to speak with CSR. When you do get in contact you can ask to be compensated for the time and inconvenience this situation has caused.

Also, as mentioned in my last post, do you have a land line or mobile with free calls/ minutes? If you do, like I said, you can call the International PhoneBank number (dropping the +44 prefix and adding a 0) for free.