Tsb and the FOS

di3004

PAUL67 wrote: »

Hi,

Just an update.

Even though i am still waiting for my case to reach an Ombudsman i decide last week to email Eric Daniels of Lloyds to vent my anger and dissapointment at LLoyds rejecting my card protection reclaim even after it was upheld by the FOS adjudicator.

I today received a letter from LLoyds customer service with the usual apologies and an offer to refund me my ppi payments from Dec 2006 to April 2008 which is when i closed the account. They have also offered a further £200 as compensation.

Now the problem is which i assume is deliberate is that they are offering me a refund from the date i paid a big chunk of the card balance off in 2006 and nothing before that even though the account was opened in 2002.

They also state in the letter that they have also advised the FOS of this offer.

There is no offer of interest on the payments i made either so i am assuming they are offering a 1 of payment to close the case.
Any advise on what i should do now would be appreciated.

Regards

Paul

Hi Paul

Well done on your success.:beer:

I would check with the ombudsman on this matter, but sometimes the banks don't hold any further data than the last 6 years, so maybe this is the problem, do contact the fos who resolved this and get them to check this out, they will do on request.
Good luck.;)

Ps, just out of interst, do you hold any of the documentation from 2002?
If so confirm this with the FOS and maybe they will want copies so they can send to the bank.

lou992

Hi Paul,

I spoke to an adjudicator at the FSO today regarding my own complaint against Lloyds TSB (also a creditcard complaint) and he told me that if they don't have any records past six years then they should follow the FOS guidelines and base the years/months prior to that on the last payment that they have on record. I woud email them back and tell them this and see what happens and also contact the FOS.

I was told that my letter of to state that they have upheld my complaint is in the post today... it's taken over 2 years so I am very happy :j. I will post on the success board when I know the figures.

Good luck with this, I imagine that they will suddenly find your records as with most of us the payments were less at the start of the contract when the card was taken out.

lou992

opps missed a bit.... they also said that the interest charged on the payments should be included (the APR) and if this takes the card into a credit balance then 8% is due on this figure too.

PAUL67

Hi. For info below is a copy of the letter received from LLoyds re card protection reclaim.


Dear Mr xxxxxxxxx

Thank you for conatcting us about your Credit Card,we are very sorry to learn that you are unhappy. Your complaint has been passed to Lloyds TSB insurance,as we investigate concerns regarding Credit Card Protection Insurance(PPI).

I apologise for any inconvenience we may have caused you in the delay of dealing with your complaint. However,I can confirm that we have been in contact with the Financial Ombudsman Service regarding the issues you have raised and the information detailed below has been passed to them.

We have advised them that we believe the sale of the Payment Protection Insurance policy on your credit card to be fair and reasonable. However,we are prepared to offer a refund of premiumns from the 7th December 2006 until the 8th April 2008 when your card was closed.

It is a main principle of Lloyds TSB to ensure that we treat our customers fairly so please accept my sincere apologies for the upset that you are clearly feeling. We do strive to offer our customers the highest level of customer service and i am sorry we have not met your expectations on this occasion.

Due to the time it has taken us to resolve your complaint and as a more tangible gesture of our apologies for the service you have received I am also arranging for an additional amount of £200 to be paid for any distress and inconvenience we may have caused.

We value feedback from our customers and appreciate you taking the time to bring this matter to our attention. I agree that this is not the level of service we would expect for our customers and your comments have been noted.

I hope that my letter has resolved your concerns but please do not hesitate to contact me if i can be of any further assistance.

Yours Sincerly

Customer Relations Manager.

PAUL67

Good Morning,

I decided yeaterday to ring Lloyds and ask them to explain to me there reasons for only offering a refund for part of the time the account was open and was told that after looking at there records they can see that the PPI was taken out when the account was opened in 2002 and ran untill October 2004 at which time it was cancelled. It was then re started in Dec 2006 but they can not explain why it was added to the account again at that time therefore they are offering a refund from Dec 2006 to April 2008.

They state they will not pay out for the first 2 years of the account as they still feel this was not mis sold.

They have also pointed out that the decision they have made is not due to an Ombudsman decision as the case is still waiting to be allocated to one.

The question now is do i accept there offer for the part refund or continue down the Ombudsman route and hope for a complete refund. Also My original complaint was made in Nov 2009 so would that mean based on the six year rule they would only have to refund me back to Nov 2003.

Regards

Paul

di3004

PAUL67 wrote: »

Good Morning,

I decided yeaterday to ring Lloyds and ask them to explain to me there reasons for only offering a refund for part of the time the account was open and was told that after looking at there records they can see that the PPI was taken out when the account was opened in 2002 and ran untill October 2004 at which time it was cancelled. It was then re started in Dec 2006 but they can not explain why it was added to the account again at that time therefore they are offering a refund from Dec 2006 to April 2008.

They state they will not pay out for the first 2 years of the account as they still feel this was not mis sold.

They have also pointed out that the decision they have made is not due to an Ombudsman decision as the case is still waiting to be allocated to one.

The question now is do i accept there offer for the part refund or continue down the Ombudsman route and hope for a complete refund. Also My original complaint was made in Nov 2009 so would that mean based on the six year rule they would only have to refund me back to Nov 2003.

Regards

Paul

Hi Paul

I would do what you feel is right for you, obviously if your not happy with the decision made by Lloyds, then move on to the FOS for investigation.

I do understand, going by some of the posts on here, they will backdate to as far as they can if they still hold the data on file, so they have something to go by, if you have any paperwork in relation to the account, then you could send them copies and ask them to reconsider - if you want to.

So do what you feel you should do Paul, either way you have our support, good luck.;)

PAUL67

di3004 wrote: »

Hi Paul

I would do what you feel is right for you, obviously if your not happy with the decision made by Lloyds, then move on to the FOS for investigation.

I do understand, going by some of the posts on here, they will backdate to as far as they can if they still hold the data on file, so they have something to go by, if you have any paperwork in relation to the account, then you could send them copies and ask them to reconsider - if you want to.

So do what you feel you should do Paul, either way you have our support, good luck.;)

Good Morning,

I again contacted the FOS today to ask them if they had received a copy of the offer sent to me from Lloyds which they said they had not. I then rang LLoyds myself to ask if they had sent the information to the Fos and the explanation I was given was that as of recently which i assume is within the last few days all complaints against LLoyds Tsb have been put on hold due to disputes with the FOS therefore a third party has stepped in and they are unable to send any letters or have any dealings with the FOS on any cases untill this is resolved. They also stated that they untill further notice no payments or settlements will be made to anyone.

Anybody else heard anything about this. I did ask them how long they expected cases to be on hold but they didnt know.

Regards

Paul

di3004

PAUL67 wrote: »

Good Morning,

I again contacted the FOS today to ask them if they had received a copy of the offer sent to me from Lloyds which they said they had not. I then rang LLoyds myself to ask if they had sent the information to the Fos and the explanation I was given was that as of recently which i assume is within the last few days all complaints against LLoyds Tsb have been put on hold due to disputes with the FOS therefore a third party has stepped in and they are unable to send any letters or have any dealings with the FOS on any cases untill this is resolved. They also stated that they untill further notice no payments or settlements will be made to anyone.

Anybody else heard anything about this. I did ask them how long they expected cases to be on hold but they didnt know.

Regards

Paul

Hi Paul

I was at the understanding that any offers of refunds and ongoing cases were still to be dealt with, its said that they will NOT be dealing with NEW complaints until further notice.
I would re-contact Lloyds about this and maybe the FSA as well, to make sure.

Di
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