LloydsTSB reply to my request

[Gonzo]

I wrote to Lloyds on the 3rd February requesting they return my £1105 and this is the reply they sent me:

 

 

Dear Mr Trick

 

Re: Bank charges

 

Thank you for contacting us about our charges.

Your concerns

I think it would be helpful if I set out my understanding of your concerns:

• You feel that the charges you have incurred as contrary to the Unfair Terms in Consumer Contracts Regulation 1999.

• You are unhappy with that 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.

 

What's happened?

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 available on our website. While banking with us can be completely free, we only apply charges if a customer does not have enough money in their account to meet payments they have requested us to make.

 

Why has this happened?

You have regularly operated your account and received regular bank statements from us. 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. If your expenditure exceeds your income, you need to consider cancelling or reducing your monthly commitments.

 

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

 

You accepted these terms when you opened your account and when you agreed your overdraft. We did not agree to pay your account in excess of the amount agreed without charges being made.

 

I am sorry that you are unhappy with our charges. As a business we must ensure that we cover the additional costs involved in dealing with accounts which do not operate as agreed. I hope I have been able to explain why these charges were incurred and that if you had cancelled your payments you could have made alternative arrangements with the companies you had entered into contract with.

 

What happens next?

 

I hope that you feel I have made a fair decision on your complaint, but if you wish to talk about any of this, please call me on 0121 600 3239, or write to me at the above address.

 

However, if we are unable to come to an agreed solution, you can ask the Financial Ombudsman Service to independently review your concerns. I have enclosed their leaflet that outlines how to contact them. If you do want them to look at your concerns, you need to contact them within 6 months from the date of this letter.

 

Yours sincerely

 

Richard Cox

Assistant Manager

[Gonzo]

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