Lloyds TSB

natweststaffmember

dohadeer wrote: »

I wrote to Lloyds TSB Charges Department about 2-3 weeks ago, explaining that I was in financial hardship and they should deal with my case straight away. I asked for a reply within 14 days, but I've heard nothing.

I phoned their 'Phonebank' number today and none of the 3 people I spoke to would even acknowledge that this waiver for people in financial difficulties exists. Has the waiver been removed or altered, or are Lloyds TSB just genuinely pretending it doesn't exist ? I find that ridiculous if they are.

I tried to get a phone number for the Charges Department, but they wouldn't give me one, they suggested I call the number for people in financial difficulty, which I did, pressed the relevant button for charges and was promptly put back through to the 'Phonebank' service which I'd phoned originally. Brilliant.

Does anyone have any info or success stories of hardship claims with Lloyds TSB, or even better, a phone number for this elusive Charges Department ?

Thanks for your help

When you speak to a central call centre which I am presuming Phonebank is then they will not have heard of it. Most banks' team that deal with specific cases of hardship will be Monday to Friday. Give a call tomorrow if you need to call them

need-help_5

hello. i am just typing up a claim for my boyfriends charges..
i have just done mine with HSBC, i put in a claim in august 2007 and got a lettter saying they where on hold ect ect..then i came accross the financial harship waiver so i wrote another letter stating this and they sent me back a form to fill in so i did that 2weeks ago and a very nice lady rang me today and asked if i owed any money that would affect the roof over my head so i told her i owed my gas, electric and water money but not rent/council tax.. she then said she would post a letter out to me and i have to sign it and then she will refund my £500 charges equally between the 3 companys. so im hoping Lloyds will do something like HSBC did with me.
have they been in touch with you yet? x

dohadeer

So, I finally received a reply from Lloyds TSB today. This came from someone at their Customer Service Recovery Centre.

He says I 'may' be experiencing financial difficulties and their Customer Support Unit for people in financial difficulties will be contacting me within the week, to see if they can help me. I must point out, this is not to help me with bank charges, just to see if they can help my situation in any other way.

He then goes on to say the charges Lloyds TSB apply are 'clear and fair' and goes on to explain how the court case is still ongoing and my claim will not be dealt with until the case has been concluded.

Not the response I was hoping for.

So, what next ?

Who's at fault here ?

Are Lloyds TSB ignoring the FSA waiver, which says they should deal with hardship cases straight away ?

Or, is it the waiver which is at fault, for simply stating cases must be looked at, which Lloyds TSB could argue they have done ?

If anyone could post the exact wording of the waiver or give me a reliable
opinion, I'd be very grateful.

Thanks again

Orford

If anyone could post the exact wording of the waiver or give me a reliable
opinion, I'd be very grateful.

See link in NWSM's post#3

casizzi

hi sorry i cant help any of you but was hoping some one could help me.
just wondering where i send my financial hardship letters to i am with lloyds tsb do i send them to my branch or do they have a seperate office kind regards ps i am havin quite good luck so far with the charges so far so will let u all no how i get on

Panther1_2

Hi Dohadeer, I am also chasing Lloyds at the moment and in fact have just come off the phone to the Customer Service Recovery Centre after giving them 7 days to respond to my 4th leeter regarding my claim.

Direct contact details (which should help) are as follows:

Lloyds TSB Bank Plc
Customer Service Recovery Centre
Charlton Place
Andover
Hampshire
SP10 1RE

Tel: 01264 725214
Fax: 01264 832238

This is the department who will deal with your case (whether it has got that far yet or not, I would recommend contacting them anyway).

Lloyds have been a nightmare in my case, and will either not respond or send 4-8 week holding letters at every opportunity. After giving then 7 days to pay my claim last weekend, I have rung them this afternoon to see why I have not had a response. I was informed they have written to me today (last minute as usual!) with ANOTHER holding letter. I informed them on the phone that I would be issuing a court claim against them on Monday, which I have followed up by fax.

Having read the waiver on the FSA website, I believe they have breached the conditions of the waiver for financial hardship. I will be detailing this in my court claim in the hope that this will negate any attempt to have the case stayed.

I will let you know if this has any success!

natweststaffmember

Why 4 letters? Have they declined one and then have you appealed it?

Panther1_2

No, initial charges enquiry, complaint at no response, further charges enquiry (for 2 other accounts) then my full request for payment then a 7 day before court letter.

Then, of course, the one I faxed today after my telephone conversation with them.

brody77

Hi all,

Silly question, but what address to I send my reclaiming letter to?
Is it just my branch?

Couldn't find any addresses on their website!

Thanks in advance

Orford

DATA PROTECTION ACT

DSAR Unit,
Lloyds TSB,
Customer Service Recovery,
Charlton Place,
Andover,
SP10 1RE
PRELIMINARY AND LETTER BEFORE ACTION
Customer Care
Lloyds TSB
125 Colmore Row
Birmingham
B3 3SF