I. Hate. LLOYDS TSB

kinglong

Well, having waited just over 14 weeks for something, ANYTHING, in the way of a response from Lloyds, I finally decided enough was enough at the start of this week. So, I rang their complaints number..... and rang and rang and rang......Three days later I decided there must be a complaints email address out there instead. Nothing on their website. Nothing when I googled the request. Thank the Lord for the people on this forum, because I did finally get my hands on one and sent a rather firm email on Wednesday. To my surprise, I had a response waiting for me this morning from the complaints department - it was even sent at 5.11pm, so someone must have had a kind bone in their body to be emailing at that time?! Anyway, I digress... my joy at the speedy response soon faded when I read the message informing me that:

"we unfortunately have no record of receiving your complaint letter and questionnaires (sent 17/08/11) and regret that there is nothing on your loan record to suggest the complaint procedure has been activated. If you could send an email containing the questionnaires, we will deal with your complaint at the earliest opportunity."

Grrrrrr..... As soon as I read that, I realised that I'd just wasted 14 weeks waiting for something to happen and that it's probably going to be a good deal longer before I even find out if the complaint has been upheld! Needless to say, I have now replied to their email, with questionnaires attached, and will wait to see how long it takes them to process my complaint. A long long time I imagine!

Why on earth do they not advertise the flippin email address on their website, in the same place as the PPI postal address and the phone number that doesn't get you through to anyone?!?!?! I fully understand that there must be thousands of people, constantly trying to contact them, but if they've put aside all this money surely they can afford to employ more people so the system works better?

For anyone out there who might be stuck trying to contact someone at Lloyds, I would recommend, from my experience this week, emailing this address, as they seem to have people replying fairly quickly:

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

If I've just been a bit useless in my search of the Lloyds TSB website, and this address is quite obvious if you look hard enough, then fair enough.... but I thought it might help others who have been in a similar situation to me.

Now, I just have to wait and see whether they uphold my complaints... fingers crossed:question:
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di3004

Hi there

How annoying!!!:mad::mad:

Did you keep a copy of the previous complaint you sent to them?

If so I would have sent them that one and ask to go by that date, so they could dea with it immediately.

Did you as well post the original complaint by signed for recorded delivery?
If so you could have sent them a copy of the receipt.

Good luck with this and I hope they act on this promptly.

magpiecottage

di3004 wrote: »

If so I would have sent them that one and ask to go by that date, so they could dea with it immediately.

Did you as well post the original complaint by signed for recorded delivery?
If so you could have sent them a copy of the receipt.

Better to get proof of Posting which is free from the Post Office. Not only do you save a few bob but Royal Mail have a rather nasty habit of not bothering to getting RD letters recorded. This means that the bank then has evidence that it was not delivered.

If you have proof of posting, FOS or a court will assume it was delivered two working days later if it is first class.

FeelStupid

Every one I've sent off all sent me an acknowledgement letter that they were looking into it, if they hand't I'd have got in touch within a few weeks. I'd urge everyone to do that, because you should get written acknowledgement of your complaint within a couple of weeks.

BobbyMcDougall

magpiecottage wrote: »

Better to get proof of Posting which is free from the Post Office. Not only do you save a few bob but Royal Mail have a rather nasty habit of not bothering to getting RD letters recorded. This means that the bank then has evidence that it was not delivered.

If you have proof of posting, FOS or a court will assume it was delivered two working days later if it is first class.

All proof of posting does is prove something was posted..... would mean the bank still has evidence that it was not delivered.

I would go for a RD as you get proof of postage and you are more than likely to get proof the letter was delivered to the addressee.

kinglong

Hi Di,
Yes, I did keep a copy of the original documents, which I have now sent as an attachment via email, stating I wish my complaint to be prioritized given the extended length of time I've been waiting - not that I expect this to make any difference!
Sadly, I did not send my documents RD for some unknown reason. Just my luck that they'd be "misplaced"! Oh well, you live and learn I guess... just hope, now I'm in email contact with someone, that my complaint is at least put into the system quickly

Fingers crossed...

kinglong

Well, after they "lost" my first set of claim documents, posted early June, I eventually emailed Lloyds TSB to find out what was going on. Amazingly, I received an email response a week later, asking me to send digital copies of all my claim forms/FOS questionnaires and someone would look into the case straight away.

That was on 18th November. I fully expected, because my new claim would then run over the festive period, that I would not hear anything for months and months let alone receive an offer on what I thought was a weak case.

Well, you can imagine my relief and joy at lunchtime today when I popped home and found a letter waiting for me from Lloyds TSB. Less than 9 weeks after my (second) claim attempt I have been offered what I believe to be full repayment of PPI.

Stretching back over four loans, to 2004, they have calculated what PPI was paid + 8% interest on each amount AND excess loan premium + interest (calculated on 3 of the 4 loans) that I took out each time I "reworked" an existing loan.

Grand total......drum roll please.....£2900!! :j:beer::money:
I am over the moon! I honestly thought I wouldn't receive anything, but, thanks to this brilliant site and the people on it, I've had the best financial start to my new year.

Thank you everyone I may have spoken to. To those still thinking about claiming, or waiting to hear from your bank, GOOD LUCK!

sazdaz123

Maddening isnt it,ive just recieved a letter from them saying they cannot trace any ppi,when i know its there. to top it off my address was wrong and they called me sharon instead of sarah. the muppets:mad:

sam959

I dont understand why people moan about the banks runining the economy when they are all trying to claim back PPI which is costing the banks billions ! Most of the people trying to claim it lie anyway! Must people just do it for greed which is why we got in this state in the first place!! Saying the banks did not tell me i had PPI or the banks did it without asking me! yeah im sure!! if people think the can get money back then they will!