Lloyd's Avios rewards

:mad: I applied for the Duo cards under the 15000 points bonus on the AMEX card. As the qualifying dates & start date we're not clear I called Lloyd's. The guy told me that due to the multitude of start dates what they did was to calculate the AVERAGE spend over the first 3 months. In the first 3 months I spent around £2500 and each monthly statement was over £600. With these 2 facts I had clearly qualified for the bonus-however not in Lloyd's eyes. I was told that I hadn't qualified on 2 counts, firstly because I had to apply via the Avios website and not Lloyd's. Secondly I hadn't spent the minimum £500 pm. I explained to Lloyd's that it was them who sent me the promotion and it was them who offered it and it was completed on there website-no mention of Avios website. The guy told me that it couldn't have been Lloyd's website as they were not running this promotion at the time. (If this was the case then in there eyes I must have applied on the Avios website). When I told him that I had a PDF copy of the original offer he soon changed his tune and admitted there mistakes. It was handed to Lloyd's complaints dept. They called me back, accepted that I had been fed incorrect information by there people however still will not honour the offer. Needless to say I am very angry and am looking to take this matter further. Any suggestions?


  • plunt
    plunt Forumite Posts: 524
    Part of the Furniture Combo Breaker
    write them a letter, state explicitly on the letter it is a complaint and you wish to receive their final outcome/response. Then if you arent happy you can go the the ombudsman. You need to make sure their response says it is the final one before being allowed to go to the obudsman.

    Some items to mention is the letter are miss-selling, damage to credit rating under false information, and very importantly mention TCF (treating customers fairly) this is a key item that they have to always consider. Always helps to throw in the wording "distress and inconvenience" (if indeed that has been caused, which it sounds like to me it has!)

    Just keep in mind if they do compensate you, you need to have a reasonable amount in mind and in my opinion should be roughly the value of those points (as they may not be able to credit them to your account) + potentially phone costs and postage costs , with a toek gesture of good will for the inconvenienced caused.
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