Lloyds PPI claim - Phone Call and then branch interview?

richierich2012

I submitted a complaint, relating to a Cheltenham and Gloucester mortgage from 2004, recently. This has been taken up by Lloyds who sent a letter of acknowledgement and then arranged a telephone interview to discuss my case. This was conducted about 3 weeks ago and was a pretty intense 30 minutes on a Saturday afternoon. I don’t recall a timeline for their decision but am mildly surprised that I’ve not heard anything yet. The only contact I have had with Lloyds since is with a member of my local branch who, out of the blue, has asked me to come in to discuss any extra borrowing that I might require.

Having not had any contact with Lloyds (although I still bank with them) for years i was surprised to be contacted in this way. I can’t help wondering if the PPI claim and this are connected? I am happy to be told otherwise!

SonOf

The only contact I have had with Lloyds since is with a member of my local branch who, out of the blue, has asked me to come in to discuss any extra borrowing that I might require.

Branches do not handle consumer complaints. This is unrelated to your complaint.

[Deleted User]

richierich2012 wrote: »

a member of my local branch who, out of the blue, has asked me to come in to discuss any extra borrowing that I might require.

The staff at branch level won't be aware of any PPI complaint you may have made unless you tell them. Such complaints are handled centrally and not by any local branch who are simply trying to drum up business. Failure to attend this sales pitch will therefore have no effect positive or negative on the outcome of your complaint.

richierich2012

Thank you both for responding and you’re absolutely right - although I wonder whether there is any communication between the Lloyd PPI complaints team and the branch...

[Deleted User]

richierich2012 wrote: »

I wonder whether there is any communication between the Lloyd PPI complaints team and the branch...

Why on earth would there be?

[Deleted User]

Not sure if it’s the right place to post but I submitted a claim 4 weeks ago to Lloyd’s and have heard nothing, not sure what to do

[Deleted User]

You don't have a claim, but it seems you may have made a complaint.

You wait for them to respond to you.

Unless you did it through Resolver of course, in which case you might want to check that it actually got there.

Though if you did in fact send it four weeks ago, it means you were already out of time...

richierich2012

Moneyineptitude wrote: »

Why on earth would there be?

Only because I would imagine that reference would have been made to my application which took place at the branch, even assuming that the paperwork (which the PPI team had a copy of) is most likely stored in a regional service centre. May as well make that appointment, then!

MovingForwards

It isn't connected and takes about 4 - 6 weeks after the phone call to receive their decision.

[Deleted User]

richierich2012 wrote: »

I would imagine that reference would have been made to my application which took place at the branch,

If you think branch staff are interviewed about old PPI sales you're mistaken. In addition, if you do make a new loan arrangement it will be entirely separate to your PPI complaint...

richierich2012

Thanks guys and I really appreciate your help