Third time lucky with LloydsTSB? Impossible to deal with

dave8299s

I am now on my third complaint to LloydsTSB and am really struggling (again)

I firstly complained around 6-7 years ago before the banks had all been fined again, and was made a partial offer that didn’t ever cover the compounded interest, never mind the rest of the mis-sold policy. Ultimately I declined that offer, and followed up with the Ombudsman. At the time they wouldn’t investigate anything older than 6 months, so for not following up promptly I lost the opportunity for help.

The second time around about a year ago I used a claims management company, recommended by other friends as doing a good job. They took a while and came back with a response along the lines of the above, that the case was closed but when I pushed further they couldn’t give any other answers so yet again I gave up demotivated.

Recently I received a letter from Lloyds saying they were looking into previous complaints again, so I filled it in and they are now apparently re looking at my complaint.

The issue I’ve experienced so far, is that the letter says if I have any queries to ring a specific number. Upon doing so, I found the agent wouldn’t answer any questions and just appears to be stalling. I couldn’t get any update on my case, only that I should get a response within 8 weeks.

That period is now up, I sent my complaint late September and the end of November has now passed. Upon ringing this time and querying the missed date I felt the agent was deliberately not answering any questions and wouldn’t commit to even when they would reply.

As I basically re-read the letter and that they hadn’t replied, I commented on the fact they had been fined against recently for not dealing with complaints properly and felt they weren’t dealing with my issue properly. After a few minutes of asking when they were going to reply, what next etc I had no other option but to end the call again being totally frustrated.

One other thing I did notice, is they asked some questions along the lines of ‘Do you still bank with LloydsTSB’ which is interesting, as it stands I feel I should switch banks regardless of the decision!

After another two months I feel I’m no further down the line.

One thing I have noticed, is despite me sending my complaint off in September one of their responses that references the 8 week period is dated the end of October i.e. it has taken them over a month to even register the complaint (fair?)

So I’m going back to the Ombudsman shortly, but wondered if anyone else has had similar issues with Lloyds? Ultimately my claim clearly has some merit as they previously offered a low partial refund, but I seem to be hitting a wall at every stage even when using a claims company!

Insider101

dave8299s wrote: »

I am now on my third complaint to LloydsTSB and am really struggling (again)

I firstly complained around 6-7 years ago before the banks had all been fined again, and was made a partial offer that didn’t ever cover the compounded interest, never mind the rest of the mis-sold policy. Ultimately I declined that offer, and followed up with the Ombudsman. At the time they wouldn’t investigate anything older than 6 months, so for not following up promptly I lost the opportunity for help.

This has always been the case and still is. In normal circumstances, the FOS is not permitted by law to consider any complaint over 6 months from the time of the final decision. Lloyds should also have advised you of the timescale in their final decision letter.

The second time around about a year ago I used a claims management company, recommended by other friends as doing a good job. They took a while and came back with a response along the lines of the above, that the case was closed but when I pushed further they couldn’t give any other answers so yet again I gave up demotivated.

Not surprising. Despite their marketing spiel, if the bank has closed the case over 6 months ago and stands their ground, there is nothing further that they can do.

Recently I received a letter from Lloyds saying they were looking into previous complaints again, so I filled it in and they are now apparently re looking at my complaint.

The issue I’ve experienced so far, is that the letter says if I have any queries to ring a specific number. Upon doing so, I found the agent wouldn’t answer any questions and just appears to be stalling. I couldn’t get any update on my case, only that I should get a response within 8 weeks.

This simply shows poor training on their part. The 8 week timescale is for an original complaint. If they decide to voluntarily look at it again, you will get a response but it is not subject to the same timescale. The FCA has also imposed some fairly testing deadlines, hence it is all hands to the pump.

That period is now up, I sent my complaint late September and the end of November has now passed. Upon ringing this time and querying the missed date I felt the agent was deliberately not answering any questions and wouldn’t commit to even when they would reply.

As I basically re-read the letter and that they hadn’t replied, I commented on the fact they had been fined against recently for not dealing with complaints properly and felt they weren’t dealing with my issue properly. After a few minutes of asking when they were going to reply, what next etc I had no other option but to end the call again being totally frustrated.

One other thing I did notice, is they asked some questions along the lines of ‘Do you still bank with LloydsTSB’ which is interesting, as it stands I feel I should switch banks regardless of the decision!

If you don't then sometimes they need to carry out further ID/address verification if your details have changed. If not then it shouldn't matter.

After another two months I feel I’m no further down the line.

One thing I have noticed, is despite me sending my complaint off in September one of their responses that references the 8 week period is dated the end of October i.e. it has taken them over a month to even register the complaint (fair?)

See previous, this is a voluntary re-review, not a new complaint.

So I’m going back to the Ombudsman shortly, but wondered if anyone else has had similar issues with Lloyds? Ultimately my claim clearly has some merit as they previously offered a low partial refund, but I seem to be hitting a wall at every stage even when using a claims company!

This is ultimately pointless, FOS still can't do anything. The last offer may just have been a goodwill gesture. It may be frustrating but the only thing to do is just await their decision.

dunstonh

So I’m going back to the Ombudsman shortly,

You dont have the right too. You are years out of date.

but I seem to be hitting a wall at every stage even when using a claims company!

CMCs dont increase your chances of success. Indeed, they probably lower it.

amersall

If you do receive a payout, expect the bill from the claims co.

Insider101

amersall wrote: »

If you do receive a payout, expect the bill from the claims co.

I'd get them taken off the case, now!!!

addedvaluebob

dunstonh wrote: »

CMCs dont increase your chances of success. Indeed, they probably lower it.

and your actual factual evidence is where?

This is like me saying that using a financial adviser doesn't increase your chances of good returns on an investment. Indeed they probably lower it by the charges they apply for the 'advice' they give on the basis of semi-educated guessing

dunstonh

and your actual factual evidence is where?

and your factual evidence they do is where?

WatchMan

addedvaluebob wrote: »

and your actual factual evidence is where?

Well, using a CMC certainly does not improve your chances. So if you do use a CMC, you are no better of than someone who doesn't... except you will be charged a fee at the end of the whole saga if you win.

Then you must factor in some of the things some CMCs do. For example, letters of complaint which merely list a number of potential, and sometimes contradictory, issues. This in itself is a big issue. Most Ombudsman schemes advise against using a CMC and say that they want to hear from consumers directly. Putting ones' own point across is much better than a list consisting of "didn't know I had it, pressured, had sick pay."

It is highly likely that complaints brought through a CMC will be absent of the heart of the consumer's issue. And that isn't a good thing.

So: 1) You are not any better off. 2) There is a credible case to suggest you will be worse off. 3) You will get charged for the privilege.

I ask - why bother when making a complaint is so simple?

dave8299s

dunstonh wrote: »

You dont have the right too. You are years out of date

Yes I appreciate I didn't follow up after the first complaint, however there are presumably thousands of others who became demotivated with the whole process without the support of others.

As it turns out I did call the Ombudsman despite me not having the right, and they will open a new case. They said it doesn't matter whether a case has been opened previously, and if the complaint is being looked into again it can simply be added as new complaint.

dunstonh

As it turns out I did call the Ombudsman despite me not having the right, and they will open a new case. They said it doesn't matter whether a case has been opened previously, and if the complaint is being looked into again it can simply be added as new complaint.

Sorry, but that is a load of rubbish.

The telephone staff member may have said that but it is not correct. Once it is passed to an adjudicator and they find out the rejection was 7 years ago, they will go to the bank to verify if they wish to apply the timebar.

You do get the opportunity to make multiple complaints like this. if Lloyds review the case and the outcome is unchanged, you do not get new access to the FOS.

dave8299s

dunstonh wrote: »

You dont have the right too. You are years out of date.



CMCs dont increase your chances of success. Indeed, they probably lower it.

dunstonh wrote: »

Sorry, but that is a load of rubbish.

The telephone staff member may have said that but it is not correct. Once it is passed to an adjudicator and they find out the rejection was 7 years ago, they will go to the bank to verify if they wish to apply the timebar.

You do get the opportunity to make multiple complaints like this. if Lloyds review the case and the outcome is unchanged, you do not get new access to the FOS.

Indeed, am not going to question one guys response vs your 80k+ posts and experience.

But, do you think it is really fair that the Ombudsman won't look into it again? They didn't do any work last time, and just said if it's outside of 6 months tough.

There comes a point where the stress I have dealt with on dealing with this 3 times becomes disproportional to the refund amount. I'm generally ok with dealing with conflict and complaints, but Lloyds have really made things difficult over time.

At the end of the day I finished a loan years early and wasn't given a proper refund for the remainder of the term. By not following up a complaint due to my circumstances plus dealing with a hard faced bank shouldn't mean I am penalised!