We’d like to remind Forumites to please avoid political debate on the Forum.
This is to keep it a safe and useful space for MoneySaving discussions. Threads that are – or become – political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.
MSE News: Lloyd Banking Group users complaining about recent app glitch being paid compensation
Comments
-
Are you planning on seeking compensation for your worry*?
@eskbanker has a link in their post above to the Ombudsman's site where they give examples of "distress and inconvenience" and the levels of award that were thought appropriate.
* it's difficult to find the correct word to describe the "experience" without making it sound either glib, sensationalist or somehow pejorative. Would "distress" be overstating it?
0 -
They're trying to fob me off by saying I wasn't affected - but that doesn't help with my peace of mind. It's like talking to a bot; they seem to have scripted answers…
0 -
They said I wasn’t impacted.
I said I no longer had faith in their IT.
They offered £10 compensation.
0 -
Unfortunately they aren't going to show you their processes to determine that for security reasons. You have not lost anything and have confirmed in writing (risking huge fines if they lie) that you were not affected so your peace of mind is safe.
Sam Vimes' Boots Theory of Socioeconomic Unfairness:
People are rich because they spend less money. A poor man buys $10 boots that last a season or two before he's walking in wet shoes and has to buy another pair. A rich man buys $50 boots that are made better and give him 10 years of dry feet. The poor man has spent $100 over those 10 years and still has wet feet.
1 -
Wait for your final response letter from Lloyds/BoS/Halifax, then submit your complaint to the Financial Ombudsman Service. The service is free to you as a customer.
https://www.financial-ombudsman.org.uk/consumers/expect/compensation-for-distress-or-inconvenience
0 -
I'd be amazed if the FOS would award any compensation , or be able in some other way to provide the complainant with peace of mind. It would almost certainly be most productive if king_drax_i chose to move their accounts to a bank which doesn't affect them in the same way as Lloyds. Several switch offers are available to make such a move sweeter.
2 -
Lloyds have told @King_Drax_I that he wasn't affected. I would take that at face value and accept it, but as their IT failure has such an effect on him that it is undermining his peace of mind then I agree with you that the best thing to is to leave Lloyds and move to another bank which he trusts. Any switch bonus offer chosen would far exceed any compensation that would have been offered even if @King_Drax_I had been affected.
0 -
FoS can obtain information from financial service providers that the provider may not wish to share with a customer. FoS could review the information Lloyds have which led to the decision that King_Drax_I wasn't affected and provide independent confirmation (or otherwise) of that fact.
"Affected" also has two meanings here. Some customers were apparently "affected" in that their data was exposed, or that they saw other people's data. Other customers could be "affected" in that hearing via third-parties (not Lloyds themselves) that there had been a potential data breach could result in concern - perhaps sufficient to check their own accounts to ensure there had been no suspicious or unauthorised activity.
AIUI from various articles (including the MSE one) the policy Lloyds adopted to the second group was to offer an apology and £30 as a sweetner. In King_Drax_I's position I would be wondering whether the CS staff I'd spoken to were aware of this and had given due consideration to the complaint. If Lloyds weren't interested or able to provide clarification then it seems a complaint to FoS would be the only way King_Drax_I could obtain some assurance that everything was in order.
Taking a complaint to FoS is an option mentioned in the official MSE article. If folk consider that inappropriate then perhaps it would be more constructive to take it up with Martin? Nobody here knows how FoS would treat these complaints, nor whether they would or wouldn't suggest a goodwill payment of the type Lloyds have already been giving (as a matter of stated policy). There is only one way of finding out for sure.
There's also no reason why King_Drax_I couldn't make a FoS complaint and take advantage of a switching offer. Although it is worth noting that the advice to switch doesn't really address the original issue, nor does it mean that customer information won't be exposed in the future. The new bank may do a very similar thing sometime.
2 -
Sure, King_Drax_I is completely at liberty to take their complaint to the FOS as soon as they have Lloyds' final letter about their complaint. I am just suggesting that it would almost certainly be a good deal less stressful, much faster, and financially much more attractive to simply bid Lloyds goodbye and use a CASS offer to move to somewhere which King_Drax_I doesn't have the same doubts about.
1 -
What is stressful about taking a complaint to FoS? They provide a "free and easy-to-use service".
And again, "much faster, and financially much more attractive" can be achieved by making a complaint and doing a switch. They aren't mutually exclusive activities.
0
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 354.6K Banking & Borrowing
- 254.5K Reduce Debt & Boost Income
- 455.5K Spending & Discounts
- 247.5K Work, Benefits & Business
- 604.4K Mortgages, Homes & Bills
- 178.6K Life & Family
- 261.9K Travel & Transport
- 1.5M Hobbies & Leisure
- 16.1K Discuss & Feedback
- 37.7K Read-Only Boards