Lloyds tsb ppi claim- can I complain again if my first complaint was rejected?

em21_2

I took out a personal loan with Lloyds TSB in 2007 and was sold a PPI without my knowledge. In 2008 I realised what had happened and complained to Lloyds who cancelled the PPI and gave me a rebate but rejected my complaint that I had been mis-sold and it refused to pay me back the money I had already paid towards the PPI. I received a standard letter of rejection in which I was told that I have six months to pursue the complaint with the Financial Ombudsman. Having no experience with financial matters I accepted this rejection and it is not until the recent publicity that I realise that Lloyds were fobbing me off and that I do actually have a legimitate claim.
Does anyone know whether Llloyds will review my complaint a second time or whether I no longer have a case as I did not pursue the matter within the six months time limit?

Many thanks in advance for your advice.

kirklean

I first submitted my PPI claim in January 2009 and asked Black Horse at that point to remove the PPI. I got a final decision to PPI after much to'ing and frowing for about 6 month and was told that I was unable to claim and likely outcome at FOS would find in Black Horses favour and they would not stop the PPI. I believed it was mis-sold on two grounds. The needs checklist was not gone through and I advised that I had a number of different policies that would pay while I was off work and in addition, the agent stated that I could only get the loan on the basis that I took the PPI.
I admit, that given the information they sent back, I did not progress my claim to FOS.
I decided to try again in January and was better prepared. I scanned all documents (and I mean everything, contracts of employment with statement of benefits, private Income Protection documents, Life Insurance docs and even marriage certificate).
I was placed in a hold in March and once the banks decided not to pursue an appeal, wrote an letter attached to an email to the lloyds customer services and a few email addresses I got from here on Friday because the hold letter said as soon as anything change, BH would inform me and keep me up to date. A lovely sounding lady (Bethany) gave me a call the same evening but went to voicemail. I called back but she had shut down her machine for the evening but made the committment to me to call on Monday between 4-5.
She called back yesterday at 10am and told me my claim would be upheld, and whatever I was due would attract the 8% Interest on top of the amount to be repaid to me. I've done some rough calculations and should just about have enough to clear the loan and put this sorry episode to bed.

The long and the short of it is, if you don't try then you will never know. I am sure that the banks are not actively going through old case loads and perhaps I have been lucky, but you have nothing to loose if you don't and everything to gain if you do and are successful.

biondani

Hmmm maybe they are catching up then if you logged it in january and have just got a resolution. I logged mine with BH in february so hopefully will hear soon. I may send another email asking for an update on my 3 cases as was basically told to sod off when I phoned yesterday (arrogant guy on the phone that was not prepared to help in any way).

Ian

dunstonh

I realised what had happened and complained to Lloyds who cancelled the PPI and gave me a rebate but rejected my complaint that I had been mis-sold and it refused to pay me back the money I had already paid towards the PPI.

If they cancelled it and gave you a rebate then how did they refuse to pay you back? A rebate would be the premium back.

Does anyone know whether Llloyds will review my complaint a second time or whether I no longer have a case as I did not pursue the matter within the six months time limit?

You are now timebarred from complaint. Lloyds can ignore your complaint. Well, not ignore it but respond saying that they already looked at it and gave you their response. To get the FOS to overrule the complaint, you would have to show you have been incapacitated for the last 3 years and unable to refer your case to the FOS.

It is possible some duplicate complaints get looked at if the firm was rubbish at keeping records. i.e. they couldn't tie up your new complaint to the old one. A lot of the newer FSA regulated companies (like the secured loan companies) seem to be the ones that fail on that point. You wouldnt expect a bank to not know you had complained before and that they rebated the premium. Anything is possible of course but technically you get one bite of the cherry.