ID Aware Lloyds - where do I stand?

Saunders1982

I've been paying 6.99 per month for about ten years with the understanding that this service would protect me with regards to identity theft.
Which my bank advisors highly recommended.
It was activated with my bank & as far as I was aware it was a service my bank provided.

I have since discovered that this service is provided by a third party.

Only now nearly ten years later when I need a credit report I remembered I was paying for a service that apparently provided this. So
• contacted my bank - they put me through to ID Aware
• They have no idea I have moved address or had a name change within those ten years (thought they were protecting my identity!)
• Require paper proof of my address & name change
• I posted the paperwork & had to contact them to see if it was received. Was informed they were dealing with it & they would get in touch by the end of the week.
• Nothing back, called today. The operator could not locate my details using any of my surnames or addresses! Only could bring up my details using bank account info.
• told they need more information from me which is being requested by post.

in this time I could've purchased my credit report via experian & received it.

Am I in any position to launch a formal complaint for an inadequate misleading service?

I'm so annoyed, I feel conned & paid £700 for it.

all these years when I'd changed my address with my bank I never realised That ID Aware was a seperate company that needed updating.

Nasqueron

Put in a complaint in writing headed "Complaint" and list your issues. They have 8 weeks to respond, after that speak to the FOS and see if it is under their remit and if they will take a complaint escalation

I suspect ID Aware would expect you to update them if you change your details, just like if you change your car or move house you need to tell your car insurers