How can I take lloyds/TSB to the cleaners?

N9eav

opinions4u wrote: »

Take the money.

It looks to be a fair offer.

As for the employee? The manager now has written evidence that there is a question mark over his competence and integrity. It may not be enough on its own to take discipliniary action, but combined with other information it may be.

As a former bank manager I know I'd be watching him like a hawk in every aspect of cash handling and customer service from now on. £300 would have blown my ex-gratia payments budget for the quarter well and truly out of the water. I would not have been pleased.

While you may feel it's personal, it really isn't. He made a mistake, covered it up in the wrong way and his employer is now doing what it can to rectify things.

£300 is a good deal.

Thanks for the post. It has given me the insight I was looking for. It seemed to me like a big cover up as the manager took sides far to easily in face of the evidence. I still feel unhappy that we get no admission of guilt on the main issue. But I guess as you say £300 and our customer service was poor is about as good as I am going to get.

In a way its not even about the comp anymore. Its the principle of the whole thing......I almost do feel like taking it to a higher level just to get it away from the local branch. But, I will take their money and then move our 8 accounts to another bank. ( 3 of mine, 3 kids account and 2 club/treasurer accounts) I simply can't trust them anymore. It will be a pain in the butt, but it will have to be done.

Mikeyorks

N9eav wrote: »

But, I will take their money and then move our 8 accounts to another bank. ( 3 of mine, 3 kids account and 2 club/treasurer accounts) I simply can't trust them anymore. It will be a pain in the butt, but it will have to be done.

There is nothing quite like being an Executor to drive home to you the fact that customer service in the UK is generally shoddy. And a lot of it is reserved for deceased cases - where your reasonable expectation of priority treatment / sensitivity is rarely met.

You've had your first outing with the Banks ....... regrettably you will find that DWP, British Gas / Virgin Media et al follow very closely behind in the 'useless' stakes.

I would save your time and effort in moving your accounts because of this problem ...... it's simply not worth it. To survive being an Executor you need to learn to shrug and just get on with it

Maid_of_Kent

My Aunt banked with Lloyds. I was her next-of-kin. After she died, I went to the branch with a copy of her death certificate and queued up to speak to the cashier (no receptionist). I outlined the situation to the cashier - aunt has died, need to notify the bank, close the account etc.

She went across to a supervisor (I assume) (there were only the two of them there) who listened to her, then shouted over to me, asking when did my aunt die, that I should just leave the death certificate, blah, blah. The poor young cashier looked horrified, the people in the queue behind me, who could hear all of this looked embarrassed. I was stunned. At the very least I expected to be taken to a separate desk or office, not to hold a shouted conversation through the glass and across the bank!

I didn't complain at the time because I didn't have the energy.

My Mother banked with NatWest and when she died, they were great. Really helpful and supportive.

davidgmmafan

I concur that taking it further may not achieve much. The problem as I see it is you have got the money back, the issue before was if this hadn't happened you, or the estate, would be out this money. That isn't the case now, so you'd be arguing essentially about the employee lying which in the strictest sense you cannot prove, and the fact that if the money hadn't been recovered you would'be been in a difficult spot.

I'm not disputing your version of events, you have no reason to lie, but I'm just trying to look at this in an impartial way. The staff member has lied to save his skin, I doubt he will change his mind now. But as already suggested this won't have gone unnoticed, particularlly if other complaints are made by other customers or staff.

N9eav

Mikeyorks Funny you mention the DWP as well, as 3 months after they were informed of the death, they asked for the return of an overpayment...
I no longer had any money, so I wrote back and told them they were too late it had all been allocated out.
I am wondering what they will do next in 3 months time.......?