Lloyds customers who have had their payment protection insurance claims rejected are being urged to fight on for compensation after an undercover investigation into the bank found evidence of failures in processing complaints.
A newspaper journalist was told that some bank salesmen had faked information on agreements and that complaints handlers should effectively turn a blind eye to the risk of fraud.
The majority of customers would give up chasing a PPI complaint if the bank rejected it the first time, the reporter was told.
As Lloyds admitted there had been “issues” at a complaints handling centre,Martin Lewis, founder of website MoneySaving-Expert, said customers who have had their PPI compensation claims turned down by the bank should either take their complaint to the free Financial Ombudsman Service, which resolves disputes between consumers and firms, or re-submit their grievance to the bank.
Mr Lewis said: “If Lloyds have turned you down, you need to fight if you feel you have been mis-sold certainly ignore a Lloyds rejection.
“A rejection is being rejected by the ombudsman, it is not being rejected by the bank that is part of the dance.”
