Lloyds loosing and then finding paperwork

Louise_Shuttleworth

I first asked Lloyds to review my dealings with them in 2012. They paid out on two loans but said I knew about the ppi on another because they had the paperwork to prove it and so didn't pay. I asked for proof and within a few months they had "lost" the paperwork. I referred to the ombudsman and they took nearly two years to get back to me saying that as Lloyds didn't have the paperwork they didn't know the details but would work out an average figure and I was given less then a week to reply. They keep telling me they don't have the details but can then work out the average! The letter also stated that Lloyds had recently "found" some paperwork and if mine was part of it they would re-calculate and get back to me but honour their original offer (which I had received and rejected just after I had referred the loan to the ombudsman). The new figure was lower but they have said they will honour the original offer.

My concern is that they keep loosing then finding the paperwork or some of it and that it relates to my Graduate loan of 10k taken out in 1998. This I feel would have been the largest payout. What should I do? Have there been other accounts of this practice? I am convinced that I am entitled to more but have no paperwork, Lloyds see saying they don't and the ombudsman has said their decision was fair. I just feel they ar trying to get me to take a smaller amount (just less of two thousand) because they know it's more.

[Deleted User]

Without any evidence yourself, it's difficult to see you having any success in having the redress offer increased. In addition, you refer to them losing and then finding paperwork as if they do this on a whim. The Bank haven't done as you suggest, they simply dug deeper in their archives and found your details. Did they actually say in writing that they "lost" your records?
In addition, calculating an average redress is a simple matter of estimating how much PPI you are likely to have paid based on your loan amount etc.

The Ombudsman is the final arbiter in your dispute with the Bank and if they have adjudged the offer fair then you'll just have to accept it unless you want to go to court where the burden of proof on your part would be even greater.

Louise_Shuttleworth

Thank you, I have it in writing where they originally said they had checked my paperwork and had the proof that I knew about the ppi. Then where they said they had lost it. It is not clear whether this extra paperwork is mine or not but they have worked out the average.

Surely if you know when the loan was, what type of loan it was and for how much you can work out the ppi even without paperwork because they would know how much ppi they were charging on the different loans at that time.

Nasqueron

Louise_Shuttleworth wrote: »

Thank you, I have it in writing where they originally said they had checked my paperwork and had the proof that I knew about the ppi. Then where they said they had lost it. It is not clear whether this extra paperwork is mine or not but they have worked out the average.

Surely if you know when the loan was, what type of loan it was and for how much you can work out the ppi even without paperwork because they would know how much ppi they were charging on the different loans at that time.

Unfortunately not - you may have paid it off early or taken out a second loan to pay off the first which will involve a rebate of PPI on the first loan. Loan APR will vary per customer, they may not know what you were charged. If you had financial issues and took longer to pay it off. Without records they can't assume anything