Reclaiming monthly charges

pops5588

Hopefully this is the right place, please feel free to redirect me if I'm posting incorrectly.

My sister phoned me last night in a bit of bother asking for my help. She and her husband went for their first mortgage meeting yesterday afternoon and during the conversation (I don't know what was said verbatum as I wasn't there) my sister discovered she had been misled into opening a Lloyds silver account years ago.

It was when she was 18 and had just finished her art qualification and no longer qualified for a student account. She was told by Lloyds that the only account she was eligible for was their silver account which was £10 a month so she went ahead as she did not want to change banks.

The mortgage advisor looked into it and said that the £10 charge is for breakdown cover and mobile phone insurance, but my sister can't even drive and has separate insurance for her phone so certainly does not need this. She was never asked if she needed it and was not told what the £10 was for. The lady yesterday told her that Lloyds were definitely in the wrong and she should claim it back.

She has asked for my help in going about claiming but I have never been involved in a situation like this. I will help her write letters as she struggles with words a bit but I was just wondering if anybody had any advice or suggestions in terms of how to proceed?

Thanks very much in advance.

dunstonh

The lady yesterday told her that Lloyds were definitely in the wrong and she should claim it back.

If those words were used then the lady that told her that yesterday has also broken rules as well. So, not doing very well there.

She has asked for my help in going about claiming but I have never been involved in a situation like this.

its not claiming. it is complaining. It is very simple. She puts in a complaint by either phoning their complaints team or sending a quick letter. Letters should not wordy. This complaint could be made in a couple of sentences. Just as you have here.