Lloyds TSB Complaint and possible breach of the data protection act.

[Tezza]

Hi I hope I can get some further advise and support.

This will unfortunately be a posting of the full run down of my very negative, upsetting experience and the lack of support I have been shown by a bank that I have been doing business with for 27 years.

I have never been overdrawn, never missed a payment on any loans of which I have had about 6 over the years, I have had two mortgage's with them, one of which I am still paying I have had house insurance and life cover with them and to just finish it off a credit from 2000 until July 2013 when I cancelled it.


Like most when it cam to light about the mis-selling of PPI I began to look at my own accounts to see if I had PPI on any of my loans, credit card or mortgage. I contact Lloyds sometime in September 2011 and I asked my bank for any details they had around these things, they were not helpful at all and said that I needed to put the complaint through there PPI claims line. I phoned them who informed me and were insistent on having account numbers for each claim. I kindly informed them that I had some information as I banked online and I didn't have a lot of information about other accounts.

I was then told by a friend that I could request from my bank all the information through the data protection act and I could submit a SAR's letter with a payment of £10. I did first contact a credit management company (CMC) but after them telling me that they would take 25% of my money I refused they help and decided to go it alone.

On December 14th 2011 I have sent by recorded delivery the SAR's letter and I received a letter with the start of the information on the 23rd January 2012, this was not all the information as I was missing my two mortgage accounts. On day 41 I did receive information on the mortgage I currently have but nothing for the one I had from 2003 to 2010. I contacted the bank who told me that due to there retention period these could not be located.

I have then begun the task of finding out which of my accounts had PPI and when done I have contacted the Lloyds TSB PPI claim line to register my complaints. I did make an error on two loans which I thought had PPI but didn't and I received a letter informing me of such, I was correct on two of my loans which the bank sent a cheque some weeks later.

I also logged a complaint of my credit card and my first mortgage.

In regards to my credit card I received a letter from Lloyds dated the 26th March 2012 who disagreed with my complaint and would not uphold it any further. After furter reading the letter in the last but one paragraph it says 'If we do not hear from you by 22 March 2012 I will close your complaint. So in light it was closed before I received the letter. I did of course phone them but and ask to speak with the person but this wasn't possible I informed them that I was not happy about the un professional letter and it lead me to believe that my case had not been investigated in a competent manner, I was brushed off and informed that I could log a compliant with the Financial Ombudsman Service (FOS).

I regards to my mortgage I had still not received any paperwork for this but did see that on my account over few I had the account number and the product name which was Mortgage & Business cover which gave me the impression that this had PPI or some sort of insurance cover which I had no idea of.

As I had received both a letter confirming that they would begin an investigation in to my loans which were confirmed to have PPI and a letter telling that there was no PPI on my other loans I could see that there was a difference in the template letters.

To cut a very long story short I have won my case on the credit card as the FOS have upheld my complaint I still however had not heard from Lloyds and the deadline for them is the 21st October 2013. I have today phoned Lloyds to be told that my mortgage did not have PPI and I needed to supply further information, I then asked how they had come to this conclusion as they had not been able to obtain my case file and send it not just me under the data protection act but also to FOS after the FOS had requested it in writing on 3 different occasions.

I today have phoned the Lloyds DSAR team and left a message informing them that I had not received the information around this mortgage and neither had the FOS and that under the SAR's letter they were informed that this would be reported to the FOS and ICO. They returned my call about an hour later telling me that they had located the case file due to them now having access to a new system that wasn't available to them when I had made the request in December 2011.

I feel again this is a poor response to my very complaint.

I have spoken with the FOS today as they had sent me 2 letters informing me that on both my Credit card and Mortgage complaint due to there involvement the bank would be making me an offer to resolve my case, so you can see why I am a little confused about the mortgage.


Ok to the point, I am now waiting an offer from the bank in regards to my credit card who today told me this would be a few more weeks I guess I'll just after wait but I am concerned after reading some of the posts on here that they will just pluck this figure out of the air and expect me to except it and if I reject it it will be another fight for weeks. Months or even longer.


I am still not happy about the way they have dealt with my mortgage complaint or me as a customer. I don't know where to turn in regards to my mortgage due to them saying that there was no PPI but when I asked about the product name being Mortgage & Business Cover the person said that this was something different and was not PPI I asked again what was this cover as I am not aware of it they could not answer.


I am worried that when or if I receive the mortgage case file that it will not have the information in regards to this so called business cover and what I can do to get it.

To confirm I am employed my house is not used for business and I am not self employed.


I really need some professional advice as I am fighting but Lloyds seem to hold all the information and are selecting what they want to release and I have no way of knowing how to get it.


Just another sign of the big business crapping on the little man

Thank you for reading and sorry the story.

[di30]

Re: Lloyds TSB Complaint and possible breach of the data protection act.

Hi there

Sounds like you've been given the runaround then!! Nothing surprises me with that bank!! I've been with them for a number of years like yourself and was not give fair treatment, but kept on at them!!

However, I know you say that Lloyds are messing you about in regards of the mortgage. And yes they should provide you the details as requested as on the SAR, but if they fail to do so, you can always make a complaint to the Information Commissioners Office (ICO) and record your complaint to them like you have stated on here, see if they can get some light of this matter.

Who was the actual lender of the loan, for eg, Cheltenham and Gloucester?
Lloyds arranged our mortgage and the lender is as stated, and I SAR'd Lloyds and C&G and received quite a lump of the SAR from C&G, so not sure if you have gone that avenue to them direct, as they are probably in same data office, but I still received separate paperwork with more from the lender than with Lloyds in regards of the mortgage.

Okay, I am not a professional, but have the experience of ppi, and have dealt with them over many matters, like yourself, I still have a case ongoing with them now, but that is in regards of the packaged bank accounts.

It maybe worth your while contacting the ICO and explaining your situation with them, and you could of course even email the Chief Executive Officer (CEO) of LLoyds first to make them aware you are doing this, as it may give them a nudge to deal with this matter.

Keep up the great work though, don't give up, your doing good so far.
antonio.osorio@lloydsbanking.com

I also suggest as well to deal with all matters in writing, and keep copies for your evidence, phone calls is easy for them to fob off in my opinion.
So here is the email to Customer complaints of lloyds as well.
customer.care.insurance@lloydstsb.co.uk

And details of the ICO here:
http://www.ico.org.uk/

http://www.ico.org.uk/complaints

I hope this helps, for now, please keep us posted, and wishing you the best of luck.

[Tezza]

Re: Lloyds TSB Complaint and possible breach of the data protection act.

Dizzy Di thank you so much for the advice and your kind words this is what I needed and the reason for joining the site.
I have for sometime now documented all the phone calls, date, time, the name of the person and I took notes while talking to them and I agree putting it in writing is the best but one thing I forgot to mention was I have had to start sending everything by recorded delivery as Lloyds on two occasions claimed that they had never received my response letter and that they had sent one out to me previous to the one I received in regards to my credit card and the person I was speaking to suggested that they had got lost in the post.

Your advice about going straight to C&G and the CEO is spot on and something I had not thought of so again thank you and I will be doing that today.

I will keep you posted and its sounds to me that you are more of an expert then I could ever be

Regards

Terry

[Angry Cat]

Re: Lloyds TSB Complaint and possible breach of the data protection act.

Just for the record, I have had major problems with Lloyds...long story that I won't bore you all with.

However, I ended up with writing to the CEO but his letters are dealt with by a dedicated army of slaves who appear to be merely fielders and get things wrong!

My cross complaint about all this incompetence is currently lodged with both the ICO and FOS.

You really do have to keep on a Lloyds, send everything by Recorded Delivery, keep copies. And if all fails do not hesitate in logging your Banking and Data complaints with the FOS and ICO!

In short, don't let Lloyds Banking get away with the shambolic way they deal with complaints!

Good Luck, Tezza:beagle:

[Tezza]

Re: Lloyds TSB Complaint and possible breach of the data protection act.

Hi St Bernard,

I wrote to the CEO via email on Friday morning and received a voice mail on my mobile and a reply to the email on Friday afternoon.

The lady that left the message named her position 'part of the executive team of Lloyds' with that I would hope that she would hold an array of experience and qualifications to fill that spot.

I think we can all agree that they will do what they can to protect there business and own positions. I think I need to make them aware that I will go as far as I can to get the service that I would expect from a so called professional organisation and get all money back that I feel has been taken from me to profit them and sold that was mis-sold.

I need to establish what this bussines cover was on my mortgage and if I feel this was mis-sold then I will report it as I can see this opening yet another bank scandal.

I will fight this as far as I can but sometimes lloyds just make it so hard to get anywhere and they seem to be very good at it.

Regards

Tezza

[Angry Cat]

Re: Lloyds TSB Complaint and possible breach of the data protection act.

Yes, there are several who work under the esteemed title: Chief Executive Team.

My own experience was/is that these are no more efficient than the Lloyds general Customer Service, who are also unable to pass the "Comprehension Test".

Anyhow, keep fighting and Good Luck!

[bluntlycorrect]

Re: Lloyds TSB Complaint and possible breach of the data protection act.

Hi, it is possible for Lloyds to know that you didn't have PPI on your mortgage and still be unable to provide paperwork after a DSAR request.

You should be able to see a seperate payment on your bank statements for any insurance that may have been paid for.

[Tezza]

Re: Lloyds TSB Complaint and possible breach of the data protection act.

Hi All, it would seem that my experience so far with the so called Chief Exec team have not filled me with greater confidence and to be honest I can see why that further down the line the service is watered down.

I try not to be a moaner in life but I will never allow anyone to take me for a bit of an idiot nor will I allow any of my family to be taken for the same however the only thing I see from the Exec team is a greater inconsideration for the customer.

To be honest to them some things have begun to move forward, I now have all my details about the business policy which I am in the process of reviewing and think that there could be another scandal in the making here but I am no expert, all this info came from the Black Horse side of the business who were a lot more helpful in supplying information.

Back to my mortgage I received a letter dated 22nd Oct from a Lloyds Exec team member around why under the original DSAR some information wasn't received, this was to do with there six year retention policy, I have written back to this person informing them that if this was a policy within there own business then why is it they supplied information dating back to August 2002 and that my original DSAR request was posted with them in December 2011 and my mortgage had only been concluded some nineteen months earlier would my information still require retention for the six years.

I then received another letter dated Oct 22nd from Lloyds Customer services informing me that information around my complaint was being processed and it would be a further four weeks before a offer could be made around my credit card complaint.

I then received another letter dated Oct 23rd from the DSAR team informing me that they would be start collecting my personal information and send it to me as soon as possible, this was my missing mortgage information.

On or around the 28th Oct I went online to check my bank account to find that a set amount of money had been paid into it from Lloyds PPI, this was a surprise to me and at the time started to think what is going here. I then started to put a letter together to question how the bank had arrived at the amount placed into my bank. Before I sent this I received a nice letter from the Exec team again informing me of the amount and that they had sped up the process due to my keenness to get it resolved. Further on in the same letter it states that they have sent the full detail of the offer to the FOS so that they can communicate it to me, Is this normal practice?

I finished my letter informing them that if this is an offer then I do not except it, if it is a clear calculation of what I am owed then I would like to see the formula used and a clear breakdown of how it was calculated, Am I wrong in asking for this as I am not sure?

Due to the lack of trust I have in this business it makes me believe that they have attempted to under write the overall cost hoping I would just except the amount offered and go away, my reasons for this thought were to ask why just send it to the FOS and not send the same data to me at the same time.

Sorry it is so long but this has further shaken the foundations of my trust in Lloyds as it would seem the Exec team have no idea what the right hand is doing.


Tezza