Another letter from Mandy Horton Assistant manager from Lloyds TSB

[tenkorangcharles]

This is what Mandy Horton From Lloyds TSB has to say when I ask Lloyds TSB to refund me the charges they have to me back:



23 June 2006
Your Ref:
Our Ref :BHAM/MH/CC/887762



Dear Mr Tenkorang

Re: Account Charges for Overdraft Excesses and Refurned Items

Thank you for taking the time to contact us about your account.

I understand that

• You feel that the charges you have incurred are unlawful.
• You are unhappy with the amount of charges you have incurred as a result of being overdrawn and from returned items.
• You have requested that all charges incurred should be refunded from the past 3 years.

When you become a customer, we give you details of any charges for the day to day running of your account. Details of our charges are also available from our branch staff, telephone helpline or our website.

For the vast majority of our customers banking with us can be completely free as charges are not made for service such a debit cards, cash machine withdrawals, balance requests, statements, cheque books and Internet banking. We also do not charge for processing Direct Debit and Standing Orders when they are paid through our customers’ accounts.

One of the few services we apply charges for is when a customer does not have enough money in their account to meet payments they have requested us to make. If a customers think they may exceed any limit they have, we urge them to contact us to discuss their requirements. Any requests for further lending are then assessed in line with our usual credit policy. Similarly, when we return an item, we are preventing a customer from exceeding their limit, and again as we explain clearly to our customers, this process incurs a charge.

Typically, we do not levy customers an excess overdraft fee the first tome they go overdrawn without agreement, as long as it hasn’t happen in the past twelve months and we limit excess fees to a maximum of three occurrences in any one month.

As a business we are entitled to set charges to cover additional work. These charges are not hidden and are notified in the guide to banking charges leaflet we produce. We advise our customers to ensure cleared funds are available in their accounts to meet payments due.

You will also note that in the front of each chequebook we request that funds are available before cheque are issued.


You incurred charges because you did not ensure funds were available in your account to cover the payments set up by you. It is your responsibility to operate your account within any agreed limits and within the terms and conditions.

Accordingly, I am unable to agree with your request to refund the charges. We do expect your account to be run in line with the terms and conditions of its operation. This means that you must ensure that cleared funds are deposited into the working day before any payments are due. If you do not feel you will be able to run your account in accordance with the terms and conditions, we may have to consider withdrawing certain facilities, such as any debit cards, overdrafts and chequebooks. Alternatively, you may wish to consider alternative banking arrangements.

If you are unhappy with my decision and fell that you have something to add which might change the outcome, please get in touch. If we cannot agree on a solution at that point, I willl help you refer your complaint to the Financial Ombudsman Service for independent arbitration.

I should mention, too, that if I don’t hear back from you at all by 18th August 2006 I will take it that matters are resolve between us and close my file.


Yours Sincerely


Mandy Horton
Assistant Manager

[thewifeandI]

Hi - it's worth starting a thread in the Lloyds forum where others who have dealt with them will be able to comment on this letter. It looks fairly standard to me, but I'm not an expert on Lloyds. I do notice that they are claiming this to be a service though to avoid the penalty charges argument, but this is covered in the template letters.

[tenkorangcharles]

Hi have reciev another letter from Lloyds TSB and they have refuse to give mne the charges the have applied to my account and once again the same letter was sent to me again.

[pmhread]

If you could take it to the LTSb thread. This bit is really just to say hello. Cheers