LTSB lack of response......

phoebe1989seb

Hi all,

Just looking for a bit of guidance/advice really please

I have recently submitted two complaints to LTSB for mis-sold PPI on old loans taken out by my DH. These loans were both paid off in full long ago. I previously had success reclaiming mis-sold PPI on a couple of more recent loans that DH had with Lloyds so as the same reasons for believing it mis-sold apply I thought I'd try the earlier ones which only came to light after doing a SAR to the bank.

Anyway, the first one was sent off during July and I received the '16 week' response within a week of LTSB receiving my recorded delivery letter. So that one obviously has a way to go before they need to send their decision.

The second one was sent a bit later (my error as I hadn't realised there was a second one or else I would have sent them in at the same time, lol!) in early September. This was also signed for on receipt. Now I understand (I think!) that after September the time to investigate reduced back down to 12(?) weeks, but my query is that although I appreciate that the banks must be snowed under with complaints right now, they haven't sent out an acknowledgement letter as yet and it has now been approximately three weeks since my letter was received.

I should point out that in both instances I sent the FOS questionnaire with my letter.

Is this normal or should I resend the letter just in case? I'm mainly concerned 'cos in the past LTSB have been notorious for 'mislaying' letters I've sent regarding other issues, despite me always sending by trackable methods.........

Many thanks guys,

Phoebe x

di3004

phoebe1989seb wrote: »

Hi all,

Just looking for a bit of guidance/advice really please

I have recently submitted two complaints to LTSB for mis-sold PPI on old loans taken out by my DH. These loans were both paid off in full long ago. I previously had success reclaiming mis-sold PPI on a couple of more recent loans that DH had with Lloyds so as the same reasons for believing it mis-sold apply I thought I'd try the earlier ones which only came to light after doing a SAR to the bank.

Anyway, the first one was sent off during July and I received the '16 week' response within a week of LTSB receiving my recorded delivery letter. So that one obviously has a way to go before they need to send their decision.

The second one was sent a bit later (my error as I hadn't realised there was a second one or else I would have sent them in at the same time, lol!) in early September. This was also signed for on receipt. Now I understand (I think!) that after September the time to investigate reduced back down to 12(?) weeks, but my query is that although I appreciate that the banks must be snowed under with complaints right now, they haven't sent out an acknowledgement letter as yet and it has now been approximately three weeks since my letter was received.

I should point out that in both instances I sent the FOS questionnaire with my letter.

Is this normal or should I resend the letter just in case? I'm mainly concerned 'cos in the past LTSB have been notorious for 'mislaying' letters I've sent regarding other issues, despite me always sending by trackable methods.........

Many thanks guys,

Phoebe x

Hi there

Do not worry about dealing with these all separate times, I have with all 8 of mine with them, well a few batches here and there, as like yourself came across older accounts later on.

You should receive a letter to confirm they received your complaint within a week or 2 after, but I am aware they are having a job on keeping up, so you should receive this anytime soon.

However, you can always email them on the addy below to chase this up, if you email them this evening, you should receive an email by tomorrow by the end of the day.......hopefully, good luck and keep at them.;)

[EMAIL="Customer.Care.Insurance@lloydsTsb.co.uk"]Customer.Care.Insurance@lloydsTsb.co.uk[/EMAIL]

phoebe1989seb

di3004 wrote: »

Hi there

Do not worry about dealing with these all separate times, I have with all 8 of mine with them, well a few batches here and there, as like yourself came across older accounts later on.

You should receive a letter to confirm they received your complaint within a week or 2 after, but I am aware they are having a job on keeping up, so you should receive this anytime soon.

However, you can always email them on the addy below to chase this up, if you email them this evening, you should receive an email by tomorrow by the end of the day.......hopefully, good luck and keep at them.;)

[EMAIL="Customer.Care.Insurance@lloydsTsb.co.uk"]Customer.Care.Insurance@lloydsTsb.co.uk[/EMAIL]

Thanks very much Di - will do

di3004

phoebe1989seb wrote: »

Thanks very much Di - will do

Your welcome, good luck x:);)

phoebe1989seb

Just a quick update on this. I have been busy with other family issues so have only just got back onto this, but as I sent a second follow-up letter to LTSB regarding the second complaint (which was also sent recorded and signed for at the beginning of October) yet have still not had any acknowledgement of this complaint from LTSB, I have today finally taken Di's advice (thanks again Di ) and emailed Customer Care. It is over a month since my original letter of complaint and accompanying FOS questionnaire was received by them so backlog or not I would have hoped to have heard something by now.

Will let you know if they respond to my email

phoebe1989seb

Further update -

I heard back today from Customer Care - unfortunately they say that due to the Data Protection Act, they will not discuss this with OH via email, but that it has to be dealt with over the phone. OH will have to call them next week as he is not around at the moment