TSB lost 11 years of my bank statements in post

carlenam

Hello,


In July 2018 I requested my bank statements from TSB in the Milton Keynes branch.


This had to be printed as I was unable to access my history because of the problems TSB has been experiencing since April. I either was unable to log in to the account or see the bank statements. I needed a history of bank statements for my Residence Permit application.


The statements have been ordered at the branch and I have been informed that those will be posted to me. After three weeks I went back to the branch to ask about the status of the delivery. I have been informed that the statements have been posted three weeks ago, on the same day I made the request, however, nothing has been delivered. 11 years of my bank statements were LOST, posted 1st CLASS STANDARD, not signed for or tracked delivery.

I have spoken with the branch manager on that day and made a complaint. The manager saw how much anxiety this has caused me and offered to pay into my account £100 as a compensation for the stress and their failure to post it as a signed for or tracked delivery.



On the same day I called TSB and made a complaint. I was assured that TSB would never send 11 years worth of statements as a one parcel and maybe only a chunk of them is missing and the rest will be delivered. None were though. Since July till December I have been receiving automated letters from TSB 'We're still looking into your complaint'.



I called TSB today to find out what is the status of the complaint and I have been informed that it has been closed. I did not receive an update on this and the lady I spoke to said that the complaint has been closed because I have received a £100 compensation in July 2018.


Since July till December I would still receive letters with no update on the outcome in writing.



My question is: Can I receive more compensation than £100 for losing 11 years of my statements? I opened the bank account in May 2007. I think that the £100 is laughable in comparison to the amount of data the bank has 'lost'. No precaution was taken either by sending the statements via standard 1st class postage.

[Deleted User]

£100 seems reasonable for your inconvenience.

Haver you since had them resupplied?

carlenam

Hello,

I had the bank statements re-issued and delivered as a tracked delivery this time. £100 for inconvenience might look justified, but £100 for lost 11 years of transactions history + my personal details? I don't think so.

[Deleted User]

You'll need to quantify your loss, rather than just being annoyed about it.

Terry_Towelling

Did TSB lose your statements or did the postal service lose them? Or, were they never actually sent?

Anyway, if you can demonstrate that TSB has acted inappropriately or incorrectly, and that you have lost out as a result, and you can quantify that loss in £s, then you are free to ask for that amount to be paid.

That doesn't mean you'll get it but there is no point in asking this forum to express an opinion on what is reasonable when you have already made up your own mind that £100 isn't.

eskbanker

I don't believe I've ever received a postal bank statement via anything other than standard post, i.e. never via tracked/recorded services, etc (which don't actually prevent loss anyway).

In terms of data loss, there is as much significant data (in the context of potential for ID theft, etc) on one statement page as 11 years of transaction history, so it's not clear why there's an expectation that the larger volume should have been sent via tracked means, or that plenty of transaction history is in itself a data protection issue, or that compensation should be proportional to the number of transactions....

18cc

I don't think you should have any 'compensation' at all - you have suffered no material loss.

In fact, I think you should be paying them something for printing off 11 years of bank statements for you that is very good of them...

[Deleted User]

The £100 offer is about £100 too much in my opinion.

Maybe you should keep your own records rather than relying on the bank to do so - you're lucky they provided them to you that far back as well, and at no cost

[Deleted User]

If you wanted signed for or tracked you should of paid for this.

Either way, they got lost, it was probably RM that lost them not TSB and this could of happened whatever method you used, just because its signed for or tracked doesn't mean stuff doesn't go missing or get lost in the postal system, even the tracking systems can go down and not actually give you any further verification.

Robisere

I keep just 6 years of past statements, which would surely have been sufficient proof of UK residency. It is definitely enough for the HMRC.

Point being that, if you had done the same and kept hard copies, you would not have this problem. I am with TSB, have gone paperless, but print off a statement each month, every month. I have also retained last Account Closure statements from 2 previous banks. Anyone who thinks that is OTT, needs to read some of the banking horror stories here and in the media.

Take your £100, grin and bear it.

djpailo

On a separate note, I'm surprised TSB have records dating that far back.