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TSB complaint. Compensation offered.

edited 30 November -1 at 12:00AM in Budgeting & Bank Accounts
63 replies 13.1K views
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  • MndMnd Forumite
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    On the original IT confusion, I had an apparantly fairly insignificant problem, as they failed to take a direct debit to pay my TSB credit card. This meant that I lost a months interest on my Lloyd current account ( about £9). I did ask for this to be reimbursed and today they have credited my account with £309.00.
    I think that is more than fair.
    No.79 save £12k in 2020. Total end May £11610
    Annual target £24000
  • eskbankereskbanker Forumite
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    Mnd wrote: »
    On the original IT confusion, I had an apparantly fairly insignificant problem, as they failed to take a direct debit to pay my TSB credit card. This meant that I lost a months interest on my Lloyd current account ( about £9). I did ask for this to be reimbursed and today they have credited my account with £309.00.
    I think that is more than fair.
    I think 'more than fair' is something of an understatement!

    If you were literally seeking reimbursement of £9 of direct costs and they've decided to throw in an extra £300 purely as compensation for distress and inconvenience then that seems well out of line with expectations, or were there any consequential impacts that needed to be sorted, such as removal of late payment markers on credit files, etc?
  • MndMnd Forumite
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    No, it was their credit card, they wrote to me and told me they failed to take the payment and assured me there was no interest or charges would be levied and that was what happened.it's a 0% card so the direct debit wasn't taken from my Lloyds account, which meant that I didn't get any interest that month, that's where the £9 came in. That's all I asked for.

    It was 9 months ago approximately and I have had several letters thanking me for my patience, and today I received a text to say the complaint had been actioned and payment made to my account.
    There were 3 separate payments. 9, 50, 250.

    Extremely generous in my opinion..I would have been happy with £59
    No.79 save £12k in 2020. Total end May £11610
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  • Nick_CNick_C Forumite
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    eskbanker wrote: »
    I think 'more than fair' is something of an understatement!

    If you were literally seeking reimbursement of £9 of direct costs and they've decided to throw in an extra £300 purely as compensation for distress and inconvenience then that seems well out of line with expectations, or were there any consequential impacts that needed to be sorted, such as removal of late payment markers on credit files, etc?

    I got £275, purely for distress and inconvenience. I think a lot of it was pot luck as to who the investigator was, and how effective people have been at putting their case across.
  • jjmmww1jjmmww1 Forumite
    64 posts
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    just got mine got £50 + £100 so not to bad happy with that
    Mortgage 180,0123/183,000


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  • MoneybearMoneybear Forumite
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    This evening I have noticed I have received £100 and £50 as faster payments in. I assume like others this will be my compensation!
    I made my complaint during the smaller melt down in September so wonder if that was anything to do with it. I did mention that I didn't complain in April as it was inconvenient but I didn't miss anything. But the second time made me completely lose trust with the bank.

    I am happy with the amount given so all sorted on my side. Let's just see how long 5% hangs around for!
  • I received confirmation of £1,150 compensation today. This seems a lot higher than others have mentioned her. As anyone else heard of similar amounts being awarded?
  • masonicmasonic Forumite
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    tebthereb wrote: »
    I received confirmation of £1,150 compensation today. This seems a lot higher than others have mentioned her. As anyone else heard of similar amounts being awarded?
    No I haven't, you've done well. Was the impact of the problems on you particularly severe?
  • I suppose perhaps so... the point I made to them was that I was trying to remortgage at the time and that not being able to make payments of bills etc. had an effect on this.

    The cost of the remortgage issue is hard to measure/prove so I was pleasantly surprised by the response!
  • Money_Grabber13579Money_Grabber13579 Forumite
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    Since the “upgrade” I can’t open the online correspondence on my account (the screen goes grey before reverting back to the main correspondence page) so decided I would be in a complaint about that to see what would happen.

    They’ve just given me £150 but no comments about what they are going to do about the issue! Not sure i’m really that bothered though and can’t believe that they’ve just thrown £150 my way because of it...
    Northern Ireland club member No 382 :j
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