Send your questions to Lloyds on PPI

Former_MSE_Guy

We are interviewing the head of Lloyds Banking Group's PPI refund operation and we want to ask him some of YOUR questions on both how the group sold PPI in the past and what you think it should be doing to ensure the speedy repayment of cash to mis-selling victims.

Please reply to this post to pose your questions. We will use a selection of the best ones.




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Orford

It has been reported that the banks are refusing to reopen any of the claims which it rejected and which was not then referred to the Financial Ombudsman. Is this true?

Kellyp_2

Why, after nearly 2 years of waiting am I still waiting for the resolution of my claim?
It was raised late 2008 direct to Lloyds and rejected; sent to the ombudsman where it was upheld by an adjudicator, only to be rejected by Lloyds prior to all of the high court proceedings. It has been awaiting an answer and the ombudsman tell me they are still waiting on Lloyds answer on how they are handling this PPI refunding situation.
What exactly are you waiting for? When are you going to give the ombudsman an answer?

missminx

Lloyds sent me a letter saying that they were changing the provider of PPI and if they didn't hear from you they took it as tacit consent to continue the arrangement you had. I wrote back requesting they cancel as of the new provider. They conveniently didn't act on this. More than 18 months later they did stop it after several phone calls and letters, but haven't back dated it. How can you justify advising people by post, with no proof of receipt, but then apparently if we write to you we need proof you received it. I fully intend to challenge the PPI over the full length of my credit card agreement now, as I feel I have been taken for a ride. It never helped when needed, and is just another scam.

mousemaid

After two years of haggling . My claim worth several thousand pounds was upheld by the Ombudsman. Lloyds then claimed that they no longer had any record of my old account and grudglingly made me a payment of £270 for " emotional distress" caused by the delay. Can I get them to reopen the claim or is it now dead in the water?

Alpine_Star

Orford wrote: »

It has been reported that the banks are refusing to reopen any of the claims which it rejected and which was not then referred to the Financial Ombudsman. Is this true?

Good question.

According to BBC Moneybox, Barclays are alone in saying that they'd look at reopening rejected complaints. Apparently Lloyds were also asked if they would but answer came there none.

''Well exactly, I mean there’s nothing to stop them from accepting complaints. Now when we contacted the individual banks and the British Bankers’ Association, I mean the British Bankers’ Association said they hadn’t really thought about this. What they have said is that they are going to put a statement up on their website as soon as they’ve got a definite answer, but in the meantime they’re saying that customers should re-contact their bank and they said that the next step will really depend on the complaint and the circumstances. What they have said is that there’s no guarantee that a rejection will become an acceptance that someone’s got a complaint. But one bank, Barclays, has said to us if people have complained, they’ve missed that deadline, they should resubmit their complaint and they will look at it. So we’ve only heard from Barclays for definite. The other banks we were contacting this morning, we haven’t been able to get an answer on.''

http://news.bbc.co.uk/1/shared/spl/hi/programmes/money_box/transcripts/money_box_14_may_11.pdf

Although there is no express requirement in the FSA policy statement for banks to review rejected complaints, the policy statement and Judicial Review were all about the past poor complaints handling of PPI complaints to date. In my view Lloyds owe it to their customers to re-examine all rejected complaints.

marshallka

mousemaid wrote: »

After two years of haggling . My claim worth several thousand pounds was upheld by the Ombudsman. Lloyds then claimed that they no longer had any record of my old account and grudglingly made me a payment of £270 for " emotional distress" caused by the delay. Can I get them to reopen the claim or is it now dead in the water?

If it was upheld by the FOS then THEY must have records as FOS would have looked at these. I would get back to FOS and see why they have told you this.

Is this a new thing whereby banks are dismissing complaints and knowing that FOS can have a two year wait (which it is!!!) then destroying records in the meantime? I have read so much about banks saying they have no records of accounts just lately?

cabbage360

Hi,

I have a loan and and overdraft with LloydsTSB and I've heard that claimants of PPI have had overdrafts withdrawn. I ocassionally take a payment holiday from my loan and one of the criteria for doing this is that there is no claim going through. I'm generally worried that claiming back PPI would have a negative effect on my standing with LLoydsTSB and the repurcussions wouldn't be worth the trouble.

biondani

Why are they not providing any update as to how far they are in the backlog of complaints? I would love to know if I am 2, 3 or even 6 months down the list. Even something on the website just saying we are currently looking at complaints logged before XXXX would be sufficient.

Ian

marshallka

Why should commissions come into financial selling (which is what single premiums were all about)?

Surely the seller has more of an interest in the commission than looking after their customer?

Apprently the commissions for single premiums were huge?

jonesy_mjj

Why is it so difficult to get a response by email giving an update into a current complaint? I emailed anquery over 3 weeks ago and haven't received even an acknowledgement let alone an answer.

Is it Lloyds TSB policy that now you are no longer challenging the result of the judicial review that customer service goes out thenwindow as the whole affair is going to cost so much that a few lost customers makes no difference?

You were quick enough to send me letter telling me my complaint was on hold pending the result of the judicial review. Why has there been no update since your position changed?