how do i make a complaint to Lloyds?

katmad99

Hi,

I have been having serious problems with Lloyds TSB and would really appreciate some help with lodging a complaint.

So far i've had 3 months of trouble, with little help (and mostly hinderence) from customer services, and various advisers at branches.

Really at the last straw now.

Please can someone point me in the right direction?? I have no idea where to start, or who to contact.

Thanks

K

scottishlass

From the website it suggests the procedure is...

If you have a complaint


We are committed to providing products and services of the very highest standards. If you feel that we haven’t lived up to your expectations in any way, we’d like to know so we can put things right for you.
To voice your concerns, please follow our 3 step procedure.
Step 1 – Let your usual point of contact know
Inform us of your complaint and how you think it could be resolved by:

• calling into any branch,
• calling us on 0845 3000 000 (+44 207 785 7654 from overseas), Monday to Friday 8:30am to 6pm, Saturday 9am to 1pm,
• textphone on 0845 300 2283,
• writing to us at the address shown on your statement,
• contacting your Relationship Manager or Business Manager, if you have one.

We’ll do all we can to resolve your complaint by the end of the next business day. If we can’t do this, we’ll write to you within five working days to tell you what we’ve done to resolve the problem, or acknowledge your complaint and let you know when you can expect a full response. We’ll also let you know the name and contact details of the person or team dealing with your case.
Step 2 – Follow up
To follow up your complaint with our Service Recovery Centre you can:

• ask the person you raised your complaint with to refer the matter to them,
• write to Service Recovery Centre, Lloyds TSB, 125 Colmore Row, Birmingham B3 3SF.

Step 3 – Financial Ombudsman Service
If we haven’t issued our ‘final response’ within eight weeks from the date you first raised your complaint, or if you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review. The Financial Ombudsman Service will only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first and we’ll do all we can to help. Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR. Tel: 0845 080 1800.

So if I was you I would probably go to Step 2 as I'm assuming you will have already have done Step One, I would also do it in writing so that you have a copy of what you send etc

Mark7799

http://www.lloydstsb.com/contact_us.asp?link=side_navigation

Bottom but one of the options

orc_2

Hi Kat

Can you let us know what the complaint is about please. Does it relate to Bank Charges?

Good luck, Orc

katmad99

Hi,

Thanks for the help.

Orc, No it's not about recliaming. They changed my bank account from graduate to classic as a result of someone typing in my date of graduation wrong in October. I have been trying to get it changed back since december.

I have been misdirected, ignored, and spoken to rudely by staff. I have spent time on the phone and in various branches, following incorrect advice. they have lost my graduation detials, misled me about my records, and have no record of my initially opening the graduate account.

I have also been told that i will be charged if i go into my overdraft (which would not happen if i still had my graduate account) and that 'of coure' i will be reimbursed. Well excuse me for not having 100% faith in this, since nothing else i have reported has been follwed up effectively.

I have finally got to the bottom of it, after much 'wild goose chasing' and they have still yet to change it back. (don't you just hate it when you have to do all the work to correct someone else's mistake! Seriously, at one point i was told "well yes i could request your graduation details from the files but it would take a couple of weeks, it would be a lot quicker if you photocopied your certificate for us again, and sent it in the post to us" Work for me = lots, for them = none! They seem to think this is ok! and that was 3 weeks ago!!!)

Whoo what a vent!

thanks for the advice again. i'm going to write to the Service Recovery Centre with details of everything (and everyone!) i have dealt with there.

K

red_devil

i found complaining to a large bank about something a waste of time last year it wasnt bank charges tho. Its often a waste of energy.

Funny the banks would bend over backwards to see you if you said you had a couple of million pounds to invest try saying you want to see your local branch manager about making a large deposit bet you will get a quick appointment.