Lloyds Premier account contract

DaiHoss

Can anyone here give me some advice?
I don't want to give the full boring story but just as a summary I have a Lloyds Premier account (not for much longer!) and as part of this it has mobile phone insurance.
In May I damaged my phone, called Lloyds, and was then without a working phone for a month.
Wrote to Lloyds to complain but they say it is nothing to do with them and that I should take it up with the repair company (I did; they didn't care), which is why I was taking it up with Lloyds anyway.
My understanding of contract law is that it's Lloyds responsibility to deal with all this on my behalf anyway as that's who my contract is with in the form of a bank account that also provides this insurance. Am I right in thinking this?
Incidentally all I was asking Lloyds for was a refund of my out of pocket expenses for things like my phone bill for the month, postage costs etc. It's about £80 so I wasn't taking the mickey.
Cheers
Dai

colsten

Your applicable terms and conditions are here: http://www.lloydsbank.com/assets/media/pdfs/premier_account_welcome_pack.pdf

It says in there

Got a question? Need to make a complaint?
We want to make sure you’re happy. Should you need to talk to us, contact us at LSG.Customerrelations@lifestylegroup.co.uk or call 08456 04 04 40. If after making a complaint you are still unhappy, you may contact the Financial Ombudsman Service.

10pence

Did you follow the claim procedure for the account; as in register the device and make a claim, furthermore the excess for a successful claim is £100 for an iPhone and £50 for all other devices?

Either way the underwriter or in this case the insurer - Lifestyle Services Group Limited (LSG) should be the point of contact and complaint filed against.

DaiHoss

Surely it shouldn't matter who underwrites it as opposed to who I pay and have the contract with?
If I ordered something off Amazon and I don't receive it, I'd contact Amazon not Royal Mail.

colsten

You will almost certainly get a faster resolution if you just stick to the T&Cs that you agreed to, instead of questioning whether you should be doing so.

Ben8282

From the information you have given it is impossible to even begin to attempt to determine the cause of what appears to have been a delay of 1 month in getting your phone repaired.

grumbler

Ben8282 wrote: »

it is impossible to even begin to attempt to determine the cause of what appears to have been a delay of 1 month in getting your phone repaired.

Does the cause make any difference? It's Lloyds' problem, not the customer's. If they can't repair they have to replace it. As simple as that.

Ben8282

grumbler wrote: »

Does the cause make any difference? It's Lloyds' problem, not the customer's. If they can't repair they have to replace it. As simple as that.

No it's not as simple as that at all.

GingerFurball_2

grumbler wrote: »

Does the cause make any difference? It's Lloyds' problem, not the customer's. If they can't repair they have to replace it. As simple as that.

It's not Lloyds' problem. They have nothing to do with the repair or replacement of the phone.

grumbler

It is their problem.
They provide this insurance as a part of their packaged account.
They charge their customers £25 for this account.
If their subcontractor fails to fulfill their obligations, it is Lloyds's problem.

Let's take it to extreme. A customer keeps paying £25 for years and believes that the phone is insured. When trying to make a claim the customer finds out that the insurance company is impossible to contact. Is this Lloyds's problem or not? Is this any different from the current case when it's possible to contact the company, but it's useless and incapable of providing the service it's supposed to provide?

Archi_Bald

As it is, the T&Cs state clearly that the account holder can take their complaint to the FOS if they are not satisfied. It is a mystery why the OP apparently found it difficult/impossible to follow the T&Cs, and why they didn't go to the FOS.