Thanks, that's what I thought. I'll print it off and get it in the post. Cheers

It is now 14 days since LTSB received my preliminary approach for payment letter. I had a standard reply last Tuesday saying they would look into my complaint. Since then I've heard nothing (and it would seem most people are getting a letter within a day or two telling them to bugger off!). Do I now just go ahead and send the Letter Before Action when I've still not had a reply from them????

It is now 14 days since LTSB received my preliminary approach for payment letter. I had a standard reply last Tuesday saying they would look into my complaint. Since then I've heard nothing (and it would seem most people are getting a letter within a day or two telling them to bugger off!). Do I now just go ahead and send the Letter Before Action when I've still not had a reply from them???? :?

Well it's now 4 days since I received my first response from Lloyds saying they would investigate my complaint etc. I still haven't had a follow up letter telling me to bugger off. Is this normal as other people seem to have had a response really quickly,i.e. within a day or two??? Also meant to add it will be 14 days on Monday since I sent off my first letter, do I send the LBA on Monday or Wednesday (as this was the day they received the initial letter). Also, if I still haven't had a follow up letter by then do I still send the LBA (I'm guessing the answer is yes but thought I'd check). Thanks K x

Hi Kotum45 Thanks for the advice, it is all gratefully received. I have read the step by step guide and found it very useful. I didn't however, realise about the implications you stated of applying for the data Protection Act Request. I was actually thinking about sending off for this anyway as my statements only go back to November 2001 and I want to claim back to 2000. i will definitely do this now. Thank you. Also I haven't included the overdraft usage fees in the claim just the overdraft excess fees as well as unpaid direct debits and standing orders, which I beliueve is correct? Thanks again for the advice, there is so much information it is difficult to know where to start sometimes. LOL Katel

Hi Jim Is the data Protection Request the one where you ask for copies of your statements? If so, I didn't do this because I had my original statements and just took the info from there. The letter I sent was the preliminary approach one. Good luck with you claim, it'll be interesting to see how our cases compare being in the same time frame... K x

Hi, I forgot to ask, does anyone know of any instances whereby LTSB have actually come back after this first response and said Yes, they will refund the charges? I can dream, LOL!

Hello All Well I've received my first response from LTSB today, pretty standard really. Having read Reload's inspirational thread it seems to be along the same lines as the response he got to his preliminary letter: "Dear Katel I am just writing to let you know that we've received your complaint and to say how sorry I am to learn that you're unhappy with us (yeah right!). You have my assurance that we will investigate the concerns you have raised with us - this may take a little time but I would expect our enquiries to be complete within the coming 2 weeks. We will then be able to respond in full to your complaint and at that stage, I hope, resolve matters between us. In case you haven't received a copy of our leaflet called "How to voice your concerns" I've enclosed one with my letter. This tells you all you need to know about resolving your complaint with us. Yours sincerely Sylvia Smith Customer Service Officer " So I guess I can expect their next letter telling me to go forth and multiply within the next day or two?! Do I now wait until 14 days after I posted the preliminary letter or 14 days since they received it before sending my LBA? Thanks

Thank you Michael for your help and advice, much appreciated. Well the first letter was fired off to them today along with a schedule of all the charges so the clock is now ticking! I'll keep you updated.

Thank you so much for clarifying those points for me. I think I'll pop in to the branch on Monday and see what can be done about the missing statements and if it is going to be loads of hassle then I'll just send off the claim as it stands. Was I right in thinking that I can claim for the overdraft excess fees (and the one overdraft usage fee)?

Hello all! This is my first post on this great site so please be gentle with me. I have just prepared the initial letter to send to Lloyds using the template on here. I have bank statements going back to November 2001 but none prior to this. The charges that I have documentation for total £3460. I have included returned direct debit and standing order charges and overdraft excess fees (also one overdraft usage fee from a couple of years ago. I have NOT included any overdraft interest charges. I also have charges on my account which are listed as account charges (seem to occur monthly) which started off at £4.00 per month in 2001 and are now being charged at £7.00 per month. Can anyone tell me if I am able to claim these or not (they are litsed as FEE rather than charges on my statements. Also my husband thinks we shouldn't delay any longer and should just start the process now without getting the statments we are missing? Is it possible to do this or should we have a full 6 years worth? I am inclined to get my hands on the other statements and was wondering if anyone knows if I go into a branch will they print copies of these off for me there and then rather than having to wait for them to come in the post? We also have another £235 of charges due to be deducted from our account on 2 September, would we be better off waiting until these are applied and then starting the whole process? Finally(!) we also have a Lloyds TSB loan which was refinanced by them a couple of years ago in order that we could pay off our overdraft and reduce the monthly payments on the loan. Until the balance of this loan is paid off (approx £2500 at present being paid at £103 per month) we are allowed no overdraft or other borrowing on the account. Does anyone know if this could be in any way affected by us claiming charges? Lots of questions I know, but I'm hoping some kind soul can help me as no matter how much I read on this subject I still remain rather bemused!