Lloyds Bank reviewing turned down PPI complaints

hushmore

Hi all,

I've lurked and used this site for years so thought I ought to chip in as I have something which may be useful for anyone who ad PPI through Lloyds Bank and had their claims refused in the period 2012 to 2013.

Briefly, I had submitted a complaint to Lloyds in 2013 over three consequential loans I had from Lloyds between 1999 and 2007 and only received partial redress for one of them where the loan had been sold over the phone in 2004, but not the previous two which were sold in branch. Lloyds stated in their complaint findings that their selling systems in branch had been "robust and fair".

I didn't bother following it up with the ombudsman as I had too much on (lazy, I know) and at least I got some money from the complaint so it hadn't been a waste of time.

So I had forgotten all about it (and had a lovely holiday on the proceeds of the redress) when the other day I got a call from an unknown caller and the guy at the other end introduced himself as being from Lloyds Bank regarding a PPI complaint I had made back in 2013. He then said he had to take me through various security questions, so I went straight into fraud alert mode and demanded to know his number and how I could call him back...etc...in the end I verified it was genuine but he was very keen.

He explained Lloyds were undertaking a "random review" of "some" complaints received to "make sure the right thing had been done". (Sure enough after researching this, this appears to be legitimate and it turns out the FCA are overseeing the remediation process...if you google Lloyds PPI review you can find about this on BBC news)

Anyway, some advice for anyone who might get one of these calls:

In my case, the guy involved was actually quite pushy...again no doubt on a target to complete a certain number of reviews in a short space of time (ironic really, given the pressure to sell PPI is what led to all this) but I actually felt a little uncomfortable by the end of the process. The questioning was incredibly in depth and the review call went on a lot longer than I had initially thought it might...more than half an hour in fact. Thankfully my boss is very understanding, but I disappeared off for about 45 minutes all told on this call and I had no idea the review would take so long.

On top of that, I did not have the copy of my original complaint in front of me or any of the paperwork I had sent in about the loan. I told the guy on the other end that I had forgotten some of the information I had already given on the form, but he didn't give me any prompts or assistance with what I had already put on the original complaint. As anyone will know, trying to answer about sick pay and redundancy schemes from your past four jobs is not an easy feat, especially when you would have had to dig out your old contracts to fill in the complaint form in the first place...

As I actually work in legal advocacy, I began to feel as if I was being cross examined on my complaint within the review. Clearly I think my information and version of events is correct, but I really did begin to feel like they might be trying to catch me out. The questioning over exactly why I felt I had been mis sold PPI on each loan, including the one they had already paid out for, was also extensive and asked several times...almost as if they were trying to catch me out as inconsistent.

In hindsight I wish I had arranged for him to call back at another time, but by the time I began to feel uneasy about the whole thing we were already some way through the review and given there's not a huge amount of money at stake (the loans were quite small) I am not too bothered, but anyone who has been pursuing this for some time for larger sums should definitely watch out for these calls and ensure you arrange for them to happen at a time when you are fully prepared to present your case and with the paperwork in front of you.

I have to say I doubt I will get any more money from this review, but I will come back and report on this if people are interested in this thread.

Hope this is of some help to others who have been used and abused by Lloyds over the years. I took great satisfaction in telling the reviewer that I was no longer a customer of the bank because of the shoddy treatment I have had over the years and I had gladly switched elsewhere using the recommendations on this site, and got a joining bonus in the process!

Anyway, good luck to anyone else in the same boat.

Lawrence

georgepalace

I had a letter from Lloyds last week regarding my ppi claim that was rejected in 2007 and as you said due to the fca changes they are reviewing all rejected claims again.
I rang them up and discussed with them who they told me to fill in the form that they sent with the letter, I told them that they had all the original information which they confirmed when I gave them the reference number they put on the letter.
With it being 8 years ago and I e had 2 different jobs since then and j wouldn't remember the sick pay allow mental they just said put as much as you can remember down.
I won't hold out for a payment but you never know

magpiecottage

Be aware that it is in the public domain that Lloyds has to review a number of cases.

This could alert scammers to posing as Lloyds to make speculative calls on the off chance that they get somebody who might be affected and obtain personal data from them.

Dollymix12

I had PPI back from Lloyds in 2012 but they defended against 2 loans and my credit card, I didn't know that they had reopened any complaints and the first I knew was when I got an offer letter for 6.5k. The money was in my account in a matter of days! Then a few days after that I got a phone call from Lloyds about the 2 loans and a couple of weeks later I got letters offering 3.5k and 1.5k needless to say I was very happy!

nothingwitty

I received four letters from BoS, as part of their redress programme (they had previously rejected my claim that they has mis-sold the PPI added to my loan).

They asked me to fill out a ten page form for each of the four loans I had taken out with them between 2004 and 2007. I no longer have all the required information so simply said that the details were already provided in my original complaint and they should still have the details. I then added a point stating that I was told that my chances of being approved for the loan would be higher if I added PPI (which is what i was told over the phone when I applied). The loans are from so long ago that I cannot even remember how much they were for!

Will wait and see what comes of it but asking people to complete a 10 page form about their financial circumstances a decade ago is ridiculous!!!

welshgasman

hushmore wrote: »

Hi all,

In my case, the guy involved was actually quite pushy...again no doubt on a target to complete a certain number of reviews in a short space of time
Lawrence

That is exactly how it is, so they can be forgiven for seeming a little pushy I think?

brum1968

Hi i made a claim with bank of scotland for ppi on one loan, it was the only paperwork i could find, It showed single premium ppi was added. I explained I had other loans with them, the guy on the phone was so helpful, about 4 weeks later 4 different cheques totalling £12000 arrived. Happy days keep the faith.

cashpointastro

Hi I am in the same boat. Lloyds review letter and have been told to expect a decision by the 3rd Dec. Will update on what they say. Good luck