Thread: Aterlatus -V- LloydsTSB

One thing that is not correct is the address that you are sending it to - unless that is also a dummy address for posting it on here. Correct contact details can be found here
http://www.consumeractiongroup.co.uk...t-details.html

Originally Posted by nicsussex

One thing that is not correct is the address that you are sending it to - unless that is also a dummy address for posting it on here. Correct contact details can be found here
http://www.consumeractiongroup.co.uk...t-details.html

Thanks for the link. The address I posted is the one I sent to, since that's the one listed on their site etc. as primary contact address. What should I do now? Send another copy to one of the addresses in that post or just stick with the one I have and see if they reply?

Surely if it's listed as their contact address then all mail received there is just filtered off to the right departments? Then I guess we are talking the same banks that are handing out these charges in the first place so nothing is impossible!

You know it's right there as the first sticky as well. I feel like a right prat for missing that one. :S

Send a copy to the address listed in the link I think the postcode you are using is just a returned mail address

It's the "By Post" contact address listed on their site ( Lloyds TSB - Contact us ) Like I said, it's already in the mail - sent recorded this afternoon. If they sign for it then I'm set anyway aren't I?

I've been reading ahead of myself again and I noticed that on the N1 template it states "yada yada entered an agreement on <date account was opened> yada yada". I've no idea when I opened my account - should I try and get that info from my branch "while we're friends" or should I reword the N1 when I have to fill that out?

Just given myself another fright - once a court date comes through I'll have to supply copies of statements according to the other threads I'm reading now. I got the info from downloading statements from the lloydstsb website rather than a SAR and the originals are long destroyed now. Would the downloaded CSV be sufficient? If not, would copies of the online statements do the job, or do they need to be actual originals (IE, needing to file a SAR ASAP)?

Online statements are fine if they go back far enough

Thanks for the reply Nic. One worry down, about 20,000,000 to go

Got the date it opened from a branch yesterday - damn, didn't realise how long I'd had that same account number. 1996 - I feel old ;p

Got a reply from lloydstsb today - the typical "We'll investigate your complaint and get back to you when we feel like it" carbon copy letter. A week tomorrow and the lba will be heading their way.

Thanks again for all the replies, you guys are invaluable

Now there's a thought - where should I send the lba? I've got a choice of the same address I sent the prelim to, the return address I got this recent reply from or one of the addresses listed in the sticky. lol

Went through my online statements tonight and printed all the ones that list charges to PDFs (33 of them in all). I only need the statements showing when charges were taken and not the statements that show the bounced direct debits or unauthorised overdrafts right? Also, is it worth me editing the PDFs to highlight the lines that show the charges? They're generally surrounded by some debits of an, errr, "personal" nature, if ya know what I mean.

Could really do with some suggestions about where to send the lba now peeps - due to be sent this Thursday. I got a choice of:

a) The same address I sent the prelim to (which was replied to, albeit with a standard letter)
b) The address the above mentioned letter came from
c) One of the addresses listed in the sticky, head office or such like

Thanks for any tips


PS I was off the first page in less than a week - way to go all you lloydstsb peeps

Personally I would send it to the adress that you received the response from

Well, today it's two weeks on and it's lba day, but reading some other threads it got me pondering...

Should I send out an LBA drafted from the consumerwiki today, or should I wait a few days longer to see if any new ones crop up on the forums which take the test case into account?

I would just send off the lba. We are currently updating templates following the test case result but you can still send the LBA as it is.

Originally Posted by Aterlatus

Got a reply from lloydstsb today - the typical "We'll investigate your complaint and get back to you when we feel like it" carbon copy letter. A week tomorrow and the lba will be heading their way.

I feel the need to expand on this a little, in order that anyone who comes across my thread in their own pursuits of LloydsTSB will know what to expect!

The letter itself came from "Customer Services Recovery Centre" in Andover, Hampshire.


It lists a complain reference, followed by a typical template (you think they have a banksactiongroup.co.uk going where they share templates? ) the first three paragraphs refer to the typical complaints procedure with the usual "I'm sorry to learn you feel you have cause to complain" stuff. It mentions they expect enquiries to be completed within the next four weeks.

There's then a final paragraph bolted on at the end, almost like it was an afterthought for the regular letter.

If your complain is about the level, fairness or lawfulness of overdraft bank charges, then a different process that we've agreed with the Financial Services Authority will apply. We will write to you shortly to explain how we'll handle that complaint and what steps we will take to protect your rights. In responding to you we will also consider all the things you have raised in your letter, as well as any further information we have about your financial circumstances.

Digitally signed (you can even see the pixelated background of the box where the digital copy isn't quite white!) by 'Mr X' of "Customer Service Recovery".


All very polite and friendly, for now. I've always been a shy and timid kinda guy, but the way the banks have been treating consumers (particularly me! ) really started to get my goat up and anger is one hell of a driving force for this stuff. Naturally, I'll keep updates on here of any further developments. I don't have anything of monetary value to give to CAG for all the support right now, so I hope my continued Breakdown for others pondering the process will show appreciation enough until times change


Edit: Thanks for the reply Rory. I'll get that put together and in the post this afternoon.

I've just started putting my lba together, as per the template on http://www.consumeractiongroup.co.uk...re-action.html

I'd like someone to take a look over my hardship claim and say whether it's appropriate or not? Is it going into too much detail? Is it coming across too whiney?

Banks and building societies will have to conduct a filtering process to ensure that cases of genuine hardship are still dealt with during the waiver period. Cases of hardship would still be entitled to be referred to, and dealt with by, the fos."

I believe that my personal circumstances fall within this category because I have been in receit of incapacity benefits since April 2005. I am also currently in arrears with rent payments and several creditors. My home is currently in a poor state in need of furniture and carpetting. Therefore, excessive delay will cause undue hardship on my family and I.

Also, in my prelim I mentioned that I considered the account to be in dispute (see first post for full text). Since then I've made arrangements with their collections centre to start paying off the overdraft @ 10 pound a month. Should I keep pushing for the dispute route instead? If not, should I mention that I've made these arrangements in the letter with something like this:

I have recently made arrangements with your Collections Centre to start making repayments against the outstanding overdraft. In a letter dated 21/04/2008 a new Planned Overdraft limit of £550 was placed on the account, which is to be paid by 10 monthly installments of £10.

You're continued help and reassurance is greatly appreciated - in all honesty the whole process is quite daunting, maybe even terrifying!



Edit: I also skipped the part about:

You are also reminded of my request that you forward a copy of the Terms and Conditions that were in force at the time my account was opened, and any subsequent amendments to those Terms and Conditions. These are requested under CPR Pre-Action Protocol 4.6(c), and your continued failure to provide them will be brought to the attention of the court, should it be necessary to commence a county court action.

because I've never actually requested this (was nothing about it in the prelim from the wiki and I never sent a SAR because I had the statements online). At the time there was a list of past T&Cs in the stickies but this seems to be missing now. Should I request it with the LBA?