Lloyds Bank Insurance
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Staff still lying in 2024
Lloyds Response: I’m sorry you've needed to get back in touch with us about receiving conflcting information about being eligible for a 5% deposit. I agree with the part of your complaint about receiving unclear information and poor customer service and I've looked into why we can't accept a 5% deposit for your mortgage application and this letter explains what happened. We're making a payment of £130.00 I'm going to pay you £130.00, this is for not receiving clear and concise information, for not being sent the email and not calling you back as promised. You'll see this in your account ending 6860 within the next 48 hours. Feedback has been provided to the colleague After reviewing the telephone calls, I understand you were interested in making a 5% deposit. Unfortunately, the agent you spoke with didn’t inform you that you might not be eligible for this option. I can imagine how frustrating this must have been for you. Please accept my sincere apologies for the unclear information and poor customer service you received. Regrettably, we can’t offer you a 5% deposit due to eligibility requirements. Please know that we’ve provided feedback to the colleague involved to help prevent this issue in the future. Thank you for your understanding. We can discuss a mortgage application with a 10% deposit I'm truly sorry that you didn't receive an email with the appointment details and the link to the calculations we discussed. Additionally, we failed to honour our promise to call you back, which led to you having to chase us for a response. We should’ve provided better service, and I apologise for the frustration this caused. I understand that you've now decided to mortgage elsewhere, and I'm sorry to hear that. If you would like to discuss a mortgage application with a 10% deposit, please don't hesitate to call us at 0345 603 1637. How we reviewed your complaint To review your complaint, I've used the information we have on our systems, the points you raised when you made the complaint and any additional information you told me when we spoke. As we haven't made any errors, I can't agree with your complaint about allowing a 5% deposit. I hope I've explained why we can't offer this and you understand what has happened as a result of your complaint. So after spending 1h30 on a video call where the adviser never mentioned 10% deposit and said that at the end of the call he would email all this information to me well until now nothing received but what is bad is that their response that is above says they made no error Shame,insulting and disrespectful towards to myself from a high street bank thats have been banking forever.