LLoyds TSB - PPI Claim to have lost complaint

zester

Appreciate some advice - submitted 4 PPI claims in october and have had a response on just one - accepted and paying back over £2k

Called about the others and was told that they didnt have them in spite of sending them all together - have to make a new complaint and wait another 8 weeks!

Can I take this to the ombudsman for them losing the complaint?

FlySi

Tough one. Something similar happened to my parents in their claim with Lloyds TSB (Link) Despite having proof that Lloyds had received them, they had to email the questionnaires to Lloyds. The also copied in the usual suspects (Barry, Hallett, Horta-Osorio). The complaint was upheld and calculated in under a week.

My parents had contacted the FSO beforehand - they were unsure of the process at the very start so the Ombudsman opened up a case file to begin with. They had the foresight to copy the Ombudsman into the email when sending on the questionnaires.

Did you send the complaints by recorded delivery? If so, you have proof that they received them. Also, were the loans/accounts related to one another? If they were consolidations, etc. it's my understanding that Lloyds would look at all accounts related to one policy.

My gut reaction - contact the Ombudsman, tell them what has happened and see what they suggest. From what I've heard, however, it's taking a very long time at the moment to have any sort of investigation/ruling through the Ombudsman. Having to complain again and wait 8 weeks might not be such a bad idea.