Lloyds Bank Insurance
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Complaints hero saved the day…
I applied for a mortgage on line and had to take my documents in branch to be verified. 3 weeks later I was notified that my documents had not been received and my application would be cancelled. Neither the branch nor the online mortgage team would speak to each other, each was pleasant and polite but unable/unwilling to assist. So why 5 stars? Because within 24 hours of raising a complaint (the only way I could see it getting resolved) Christian D in complaints had got everyone talking and my application was approved. So the system fell down badly but the resolution was swift and satisfactory. I was even compensated for my distress/time.