Lloyds TSB PPI

Ipswich1984

I have an ongoing claim with Lloyds TSB, as well as complaining about that I am now complaining about when my claim was logged. I sent the claim to them in March, rang them between then and when they announced they were pulling out of the judicial review.

The 2 times I called the staff took all my details and said it was in the backlog as all claims were on hold. I made notes of the people I spoke to as well as dates and times.

When Lloyds announced they were no longer challenging I called again and was told there was no complaint registered. I made another complaint and have now been told I have to wait the 16 weeks.

I subsequently challenged this with Lloyds but they state there is no records and without me being able to provide a number I called from they wont look into this any further (I cant provide the number as I called from work and it was withheld).

I asked Lloyds if they could not check by looking at access to my details as we have systems in place to track access to customer records and I would think this was true of a bank as large as Lloyds, they say they cannot.

I have now told them that I will take this matter to the ombudsman as I am concerned in light of so many issues such as identity theft that it seems they dont monitor access to customer records.

I have now forwarded the email to the CEO but have had no response.

Can I take this to the ombudsman even though I am waiting for them to still deal with my original complaint?

di3004

Resend to the CEO and at the same time copy and send to the customer team, I find when i do this, they do tend to get back each time, also tell them on the email you will be also considering contacting the FSA on this matter with the details you have already logged.
Keep at them good luck.

[EMAIL="antonio.osorio@lloydsbanking.com"]antonio.osorio@lloydsbanking.com[/EMAIL]
[EMAIL="customer.care.insurance@lloydstsb.co.uk"]customer.care.insurance@lloydstsb.co.uk[/EMAIL]

Ipswich1984

di3004 wrote: »

Resend to the CEO and at the same time copy and send to the customer team, I find when i do this, they do tend to get back each time, also tell them on the email you will be also considering contacting the FSA on this matter with the details you have already logged.
Keep at them good luck.

[EMAIL="antonio.osorio@lloydsbanking.com"]antonio.osorio@lloydsbanking.com[/EMAIL]
[EMAIL="customer.care.insurance@lloydstsb.co.uk"]customer.care.insurance@lloydstsb.co.uk[/EMAIL]

Thanks.

I had one response today from the customer care basically telling me they are unwilling to do anything further.

I have resent my email asking again what systems they have in place to monitor staff accessing customer records as I do not understand why they cannot trace the calls that was as I still do not believe that there is no way of them checking who accessed my account. This is one question that they keep choosing to ignore in my emails, which I find quite worrying.

Will keep you updated.

di3004

Ipswich1984 wrote: »

Thanks.

I had one response today from the customer care basically telling me they are unwilling to do anything further.

I have resent my email asking again what systems they have in place to monitor staff accessing customer records as I do not understand why they cannot trace the calls that was as I still do not believe that there is no way of them checking who accessed my account. This is one question that they keep choosing to ignore in my emails, which I find quite worrying.

Will keep you updated.

Good luck, did you also sent the copy of the email to the CEO as well?

Ipswich1984

di3004 wrote: »

Good luck, did you also sent the copy of the email to the CEO as well?

Yes everything is currently going to both email addresses although I am sure both emails just end up with the customer care team as all the responses I have had so far have come from them.

All I want is for them to admit they have made a mistake with my original complaint as why would 2 people both tell me they have it and then be told a month later that they dont.

Ipswich1984

Well I had a response from Lloyds which basically said they do have systems in place to monitor account access but they still cant do anything. They dont however say they have done any checks to my account though.

I have now asked them to provide me with the records that show when my account was accessed. I have sent this to both the customer care email and to the CEO, just awaiting a response now.

I did ask how long it will be before my complaint is looked at and was told they are working on it and a decision will be made shortly but they wont commit to the deadline of August 31st. So I am not holding my breath.

di3004

Ipswich1984 wrote: »

Yes everything is currently going to both email addresses although I am sure both emails just end up with the customer care team as all the responses I have had so far have come from them.

All I want is for them to admit they have made a mistake with my original complaint as why would 2 people both tell me they have it and then be told a month later that they dont.

Yes that is about right, the CEO does not get back personally but its redirected by the CEO to the customer team to deal with, so they normally respond quicker with knowing you emailed the CEO.

Keep at them hon x;)

Ipswich1984

Well since asking Lloyds TSB to provide me with copies of who has accessed my records or tell me how I get this information, they are not replying to my emails.

Going to send another request to them, but not holding my breath.

Will definitely be going to the ombudsman regardless of what happens with my PPI complaint because they seem to totally disregard my concerns regarding access to accounts.

di3004

Ipswich1984 wrote: »

Well since asking Lloyds TSB to provide me with copies of who has accessed my records or tell me how I get this information, they are not replying to my emails.

Going to send another request to them, but not holding my breath.

Will definitely be going to the ombudsman regardless of what happens with my PPI complaint because they seem to totally disregard my concerns regarding access to accounts.

Hiya

How annoying.
Did you also email the copy of this to the CEO?

I would also contact the data protection dept. x

Ipswich1984

Yes, it is so tedious though, seem to spend all my time emailing them recently. Fingers crossed they eventually get their act together.

Interesting that so many have received letters about their claim in the last few days. Hopefully they will sort this part of my complaint out so I can then take the rest to the ombudsman.

A friend had said I should contact the data protection officer about this, will look into this next week as have some time off.

roonaldo

Ipswich1984 wrote: »

A friend had said I should contact the data protection officer about this, will look into this next week as have some time off.

Its pretty shocking they had no record of your complaint, if they received your complaint in march, did they send the acknowledgement letter within 5 days? If not, it sounds like you spoke to some lazy customer service person who didnt bother logging anything.

Are they saying they cannot locate a account for you or just the complaint?