Yes here it is
Thank you for letting us know you're unhappy about the payment we made to you. I'm sorry for the delay in our reply.
Before you reject it, I want you to know that this payment has been made as a gesture of goodwill. It does not affect your right to take further action, if you think it necessary.
However, Lloyds TSB (along with other major UK banks) is currently involved in legal proceedings with the Office Of Fair Trading (OFT) in relation to bank charges.
Until this court case has been resolved, we asked the Financial Services Authority (FSA) to suspend the normal timetable for dealing with bank charges complaints which relate to unauthorised bank charges (Or unplanned Overdraft fees as we have called them since 2 November 2007). The Financial Services Authority (FSA) agreed to this request subject to conditions which protect your rights.
What will happen next will depend on the courts. We do not know how long the case will take - but we have promised to proceed as quickly as possible but inevitably given the importance and complexity of the issues being considered this may take many months to finally resolve.
For now, we have registered all the details of your complaint, and updated our file with the latest correspondence from you. Once the legal proceedings with the OFT are concluded, we will resolve your entire complaint as quickly as possible. In the meantime we will keep you updated about the proceedings with the OFT on a regular basis. You can also check the latest position on our website Welcome to lloydstsb.com.
We appreciate that you may have wanted to have your complaint dealt with more quickly, or felt there were circumstances which justified this, however we can assure you we will be taking steps to ensure that your complaint will not be disadvantaged whilst our legal proceedings with the OFT continue.
We believe that our current account fees and charges are clear and represent a fair charge for a banking service that is valued by our customers. If at the end of the OFT case the court agrees with us, we will not reclaime this payment as we've made it to you as a gesture of goodwill. If the court finds in favour of the OFT, this payment may be deducted when we consider the rest of any complaint at that later stage.
Please let me know how you want to proceed. If you do still want to reject our payment please comfirm that you want us to cancel the cheque you've returned.
I look forward to hearing from you.
Customer Service Recovery