Lloyds TSB’s shameful behaviour over bank charge refunds

Lloyds TSB is the only bank so far that has managed to win two cases with regards to the refunding of bank charges – a row that has been going on for many months between consumers and banks.

In most cases banks have paid up, albeit reluctantly, after consumers made a claim for the return of unlawful and unfair banks charges for exceeding their overdraft limits and also for returned cheques and direct debits. However, in two cases the judge ruled in favour of Lloyds TSB in these cases.

However, Lloyds TSB has also been using its own tactics to try and get out of making payment according to a recent report, which has highlighted some of the tricks that the bank has been using in order to avoid having to return customers’ bank charges. The banking giant has issued staff with guidelines on how to deal with claims, after being accused of netting £300 million a year from overcharging customers. The training pack consists of sixteen pages of guidelines, which have been described as dirty tricks by some experts.

Amongst the guidelines issues to staff at Lloyds TSB are to reject first time claims even in cases where the consumer is in the right, not to offer a payout of more than £750 in any claim, and only to offer an immediate settlement to critically ill or dying customers. A special team has had to be set up by the banking giant in order to deal with the flood of claims it has received since the row over bank charges erupted last year.

One staff member dealing with complaints brought the training pack to the attention of a national newspaper, stating: ‘Cynical does not even begin to describe it. I was placed by a recruitment agency, working from 5pm until 1am for about £200 a day to work in this nondescript building on the outskirts of Andover. I was one of about 50 people just dealing with complaints about service charges – we were told the bank was receiving more than 500 a day. This training pack was given to me on my first morning and I was told I had to adhere to it as this was the company policy – no deviating. The booklet was telling us to reject customers asking for refunds, then to palm the more persistent ones off with nuisance money.’

Tom Smith
14th September 2007

Tags: tsb, customers, lloyds, accounts, court, fees, charges, bank, holders

One consumer may be down nearly £200,000

As the government and the banking industry step up the search for consumers that have lost track of their savings over the years one account has been discovered lying dormant for nearly two decades, and has a balance of over £180,000.

This spears to be the largest dormant account found so far. The banking industry and government are already launching a campaign to try and find the owners of lost accounts, where the money is lying dormant.

A dormant account is being classed as an account that has not been touched for fifteen years or longer. Some of the accounts that have been discovered by the banking industry date back to the 1800s, and in some cases the accounts may have clocked up a fair amount in interest over the years, even where the amount deposited was a relatively small one. The British Bankers’ Association is urging those wishing to make a claim on their lost account to contact them via the website or by phone.

The account that has been lying dormant with over £180,000 has been untouched since 1990. The owner last made a transaction in 1990, and the account has not been touched since that time. The government and the banking industry now want to take steps to help as many people as possible to trace their dormant and lost accounts. In many cases it is thought that the consumer may have lost track of the account after moving home and failing to advise the bank about their new address.

In the meantime the government is planning to use the money from these dormant accounts to fund a variety of youth and community projects in the UK, and a committee has been set up to oversee this. However, experts state that this will not affect the consumers’ right to claim at any time, and there is no time limit placed on when a claim must be made by.

Tom Smith
14th September 2007

Tags: bank, holders, charity, find, accounts, address, dormant, balances, touched

Insurance cover could become fairer

New regulations and changes to the law could result in greater fairness for consumers that have various types of health insurance cover, as it means that there will be less of a chance of the insurance company being able to deny the claim.

In the past a number of insurance companies have been slated for denying claims from policyholders because of information that was or was not given at the time that the policy was taken out, leaving the policyholder with no way to claim on his or her policy.

Plans have been proposed by the Law Commission, which looks at the way that laws are applied in cases such as these, and if everything goes through successfully it means that insurance companies will not be able to refuse to payout on a claim because of lack of information provided when the policy was taken out by the claimant. Life and critical illness insurance policyholders may benefit the most, as the level of denied claims in these areas is quite high.

One spokesman from the Law Commission stated: ‘We have sought to bring insurance law up-to-date to reflect the reasonable expectations of insurers, policyholders and intermediaries. Our overriding objective has been to achieve fairness between both parties to an insurance contract, while recognising different levels of information about the insured risk and different bargaining strengths.’

However, insurance companies plan to fight against the changes. According to an official from the Association of British Insurers: ‘In effect, our members are operating to these standards anyway and are not forcing claimants to go to the Ombudsman needlessly. Many insurers have already made clear that they will not decline critical illness or life claims when the information that was not disclosed has nothing to do with the final claim.’

Tom Smith
26th July 2007

Tags: consumer, policy, health, Insurance, companies, holders, changes