Lloyds Bank Gold Package Account

[Baz1994]

My OH's elderly parents received a letter advising that their Gold account is being downgraded.

 

When my OH discussed this with her mum, she was unaware that she had been paying a monthly fee etc so possibly a case of mis-selling.

 

The letter also stated that they were downgrading account due to 80 year old age limit, yet they are 85 & 87 years old and therefore a bit late in advising.

 

Now my OH's dad suffers from dementia and her mum is not very well and when mentioned about submitting a complaint she felt that she couldn't go through with it.

 

Obviously my OH and I are disgusted with Lloyds and tried to assure her that all will be kept in writing. Can my OH submit a SAR on their behalf and deal with the complaint ?

 

Any advice would be appreciated including relevant Lloyds SAR address.

 

Thank-you

[martin2006]

https://ico.org.uk/media/for-organisations/documents/1065/subject-access-code-of-practice.pdf

 

See section 4 baz, you may need yr OH mum to supply a letter confirming she is happy for yr OH to act on her behalf

[martin2006]

http://www.consumeractiongroup.co.uk/forum/showthread.php?236-***LloydsTSB-contact-details***&p=2866092#post2866092

 

Also look here for contact details

[dx100uk]

http://www.consumeractiongroup.co.uk/forum/showthread.php?459427-Reclaim-Packaged-Current-Accounts-Deal-Fees

[martin2006]

Good shout dx, forgot about that one

[Baz1994]

Thanks so much both of you.

 

God knows how long they have been charged for this account in which was absolutely no use to the both of them. Never had a mobile phone, did not travel and knew nothing about the fee being charged until my OH checked their latest statement.

 

Apparently being charged £12.50 per month for the privilege.

 

They have now received another letter about account being downgraded, hence my OH's mother was panicking that they were closing the account bless her.

 

So just draft up some sort of letter of authority signed by OH's mum and send with the SAR requesting that to be sent to our address ?

 

Then we will submit a formal complaint for the late advice 5/7 years late, including fee reclaim.

 

Thanks.

[StJane]

Their Gold Account may well have come with a fee-waiver (i.e. no charge) subject to keeping a minimum balance when it was taken out. I believe Lloyds later stopped the fee-waiver but your OH's parents would have been given notice in writing before this happened.

 

Your OH's parents will have received annual eligibility letters for the past couple of years which outlined these insurance benefits and the key exclusions.

 

If you were to make a complaint on the basis that they knew nothing of the Gold Account benefits and the monthly charge then Lloyds could well argue that they should be aware given the monthly charge is shown on statements and the letters I've mentioned above .

 

You will need to talk further with your OH's mother and father and review the SAR data before you can establish whether this is actually a case of mis-selling.

 

So just draft up some sort of letter of authority signed by OH's mum and send with the SAR requesting that to be sent to our address ?

 

Yes

 

Or you could write the letter and get your OH's parents to sign it.

[Baz1994]

Thank-you for your comments St jane.

 

Yes you would have thought they would have been advised but like many others perhaps they were not. We will await SAR details to confirm.

 

The question is if fee paying account, was it correctly explained. Were the benefits on offer required.

 

As I stated before her father has dementia and originally handled the bank account.

 

Her mother has taken ownership due to his illness but has never had to deal with anything like this before, hence my comments she thought the account was being closed.

 

Why take until now to advise the account to be downgraded, when on reviewing the insurance benefits on offer, there is an age limit of 80? They are 85 & 87.

 

I am aware that Lloyds stopped selling these accounts sometime in 2012.