The Scottish Mail on Sunday

Eight years on... and your ac­count is in bet­ter shape

- by Tony Hether­ing­ton

Mrs B.M. writes: In Fe­bru­ary last year, I com­plained to Lloyds Bank about my Pre­mier Added Value Ac­count, claim­ing it was mis-sold to me. The bank re­jected my com­plaint and ad­vised it would send an­swers by post, which I re­ceived last Oc­to­ber. I then com­plained to the Fi­nan­cial Om­buds­man Ser­vice, but the bank will not re­spond to my com­plaint as the six-month dead­line has passed.

WHEN a bank re­jects a com­plaint, it sends a fi­nal let­ter to the cus­tomer, say­ing any ap­peal to the Fi­nan­cial Om­buds­man Ser­vice must be made within six months. The rules un­der which the Om­buds­man op­er­ates only al­low com­plaints to be in­ves­ti­gated af­ter the dead­line if there are ex­cep­tional cir­cum­stances or the bank agrees, nei­ther of which ap­plies here.

Of course, this is not much help to you now, so I asked Lloyds to look into what you told me about your pack­aged ac­count, which charges a monthly fee. For this, it pro­vides a mod­est in­ter­est-free over­draft, AA break­down cover, travel in­sur­ance and sim­i­lar ben­e­fits.

The bank told me it had re­sponded to your com­plaint at the time, but it was not un­til eight months later you told staff you had not re­ceived its let­ter, so what you re­ceived in Oc­to­ber was a copy.

Lloyds has now taken a sec­ond look at your com­plaint. You told me you were ad­vised by the bank you could not have a loan un­less you opened the fee-pay­ing ac­count. There are no records to show what was dis­cussed at the time, but you did take out a loan. Staff have checked back and found you have never used any of the ben­e­fits that

If you be­lieve you are the vic­tim of fi­nan­cial wrong­do­ing, write to Tony Hether­ing­ton at Fi­nan­cial Mail, 2 Derry Street, Lon­don W8 5TS or email tony.hether­ing­ton@mailon­sun­day.co.uk. Be­cause of the high vol­ume of en­quiries, per­sonal replies can­not be given. Please send only copies of orig­i­nal doc­u­ments, which we re­gret can­not be re­turned. make up the pack­aged ac­count. They also found a record show­ing you con­tacted the bank in 2011 and al­though it was clear you were strug­gling fi­nan­cially, no­body seems to have sug­gested the ac­count was un­suit­able.

Lloyds told me: ‘It is clear that in our orig­i­nal re­view of this com­plaint we did not con­sider all the ev­i­dence avail­able. We would like to apol­o­gise to Mrs M and will en­sure she re­ceives a full re­fund in re­spect of the monthly fees she has paid to date.’

You are get­ting back every penny paid since you opened the ac­count in 2009, plus in­ter­est and com­pen­sa­tion. By the time you read this, you should be £3,132 bet­ter off.

 ??  ?? RE­SULT: Lloyds agreed to pay back all the fees and more for the ac­count
RE­SULT: Lloyds agreed to pay back all the fees and more for the ac­count
 ??  ??

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