Stephen Lowe

Just Group plc announces strong results for the year ended 31 December 2023. You can read more about our results at justgroupplc.co.uk and watch David Richardson Group CEO and Mark Godson, Group CFO in a short results film #full-year-results-2023" target="_blank" rel="nofollow noopener">justgroupplc.co.uk/#full-year-res…… #JustResults

@RoyalMail how can I DM you ?

@LloydsBank You haven't been listening at all to my position.The payment should've been executed on the 23 Dec.Its to settle a funeral bill.Its overdue.You are suggesting I wait for weeks. No respect for the customer. @sambrodbeck any interest to @Telegraph team - bank #fail

@slowe1968 We’ll always do our best to resolve your complaint as quickly as possible. If we can’t fix it right away, we’ll take it away and keep you updated. Our standard timescale is up to 15 days, so please allow this time for our team to review and assist further. ^Om

@LloydsBank bereavement policy failing vulnerable customers.Funeral payment request originated 23/12. Request repeated 24/12, 29/12, 31/12, 2/1 - still not paid. Bank core competence is making payments #fail.The front office aren't permitted to speak to the back office🤯 @TheFCA

@LloydsBank I still don't think you are taking my position with any sensitivity or action. The complaint process takes place over many working days. We have a payment here that was originated on the 23rd of December. That is still unpaid. The action required is now not in weeks time.

@slowe1968 If you’re not satisfied with the outcome of your complaint, you have the right to refer it to the Financial Ombudsman Service within six months. You can also raise a complaint using the link provided above. ^Om

@LloydsBank Yes. But that will not get the payment made, which is now overdue. Your complaint process has too long a timescale. What can you do to help that is active not passive?

@slowe1968 May I know have you already raised a complaint about this issue? ^Om

@LloydsBank Ive done that. Days ago.Its not getting the payment made.Your branch should be equipped to administer the payment & the manager didn't know how to do it. Nobody is owning solving this. Every colleague is just kicking it down the road.No conviction to act @TheFCA

@slowe1968 If you’ve already spoken to them and still haven’t had progress, you can raise a formal complaint here: spr.ly/6019C9oJf Once raised, our Complaints Team will review and escalate internally to ensure this is prioritized. ^Om

@LloydsBank I don't think you are listening. I have spoken to them 5 Times. They don't get a resolution. They can't talk to the back office. They just send a message. They make promises and no closure Is achieved. Nobody wants to own the problem. Can you help ? Or escalate this for Me.

@slowe1968 As this involves a bereavement payment, it’s important we get this resolved quickly. While we can’t access account details via social media, You can contact our Bereavement Specialist team directly on call. They can liaise with the relevant team and provide a clear update. ^Om

@LloydsBank As I stated I've spoken to them multiple times. All they do is Message your back office payments team - it's goes into a black hole. Who can I speak to that will get to the bottom of this and explain why the payments are not being processed ? I can make a payments in seconds.

@slowe1968 Hi Stephen, I'm really sorry to hear that. If these payments are not being processed, you may want to give our Support Team a ring on 0800 015 0012, and we'll get this raised for you. If you'd like to raise a complaint, you can do that here - spr.ly/6015C9YJx ^Des

@LloydsBank Lloyds have still NOT made the payment. I've telephoned the bereavement team again today (5th time). They have no way to speak to the back-office team. Circular loop that ends with no insight to why they have not made the payment #fail #vulnerablecustomers #incompetence

@LloydsBank Do you even understand the point? Ownership. Taking the problem and seeing it through to a solution. All you do is hand off between your different vertical processes. Bureaucracy at its best. Customer back of the queue.

@LloydsBank your colleagues are failing to execute your bereavement policy because your execution is inept.Your core competency is to make payments.Something I can do as a customer in seconds.4 calls later and you have still failed to make a simple payment for funeral Expenses.

@LloydsBank I've called them many times already.It's time for LBG to step up & look after customers.All the bereavement team do is type a message & send it to back office. Failure to look after your vulnerable customers.Nobody takes responsibility for seeing the issue through.

@LloydsBank I don't need you to access my account details.Lloyds bank operates in multiple silo.Nobody takes responsibility for looking after the customer & seeing the process through from start to finish.All you do is hand off between different departments. The customer is left stranded.

@LloydsBank I spoke to your central team today they would escalate this & make the payment at the front of the back office team workflow. The payment has not been executed. I was told the same thing Monday when I was travelling to the funeral they promised to call me and nobody called me.

@LloydsBank What can you do to help me with this outstanding priority? Your team said they would escalate this & ensure the payment was at the front of workflow today.The banking day has ended & we are in holiday season again. Another Lloyds bank fail.Another vulnerable customer letdown.

@slowe1968 I completely understand your frustration. To enure your concern is addressed promptly, you can submit a formal complaint using our complaints link: spr.ly/6018C52LM This will escalate your issue to the appropriate team and ensure it receives priority attention. ^Takshi

@LloydsBank I've already submitted a formal complaint. I need to make sure the payment is executed immediately. Nobody is taking anything seriously. As a retail customer, I can execute this payment within seconds. Why do you keep failing?

@LloydsBank Yes. Ive spoken to them 4 times & been directed to your branch. & back to your central team. It's all been outsourced to your back office payments team who keep failing.This is the worst bereavement experience I have encountered. You keep making promises & fail to execute.

@slowe1968 Hi, you are speaking to Naomi. I am sorry to hear about what has happened, we don't get any access into your details over Social Media, have you spoken to our specialist team about this?

@thameswater @thameswater can someone respond today please

@slowe1968 I'll contact the team for an update as the latest I can see on the case it that this was scheduled for today 3/12. I appreciate your patience during this time. (2) - Rianna

@thameswater The leak on Hiller Road opposite Webb Road SW 11 6. It's been gushing water for around two weeks gallons of water being wasted every day. In your last update you said you were coming to fix it on the 25th of November. No progress made. Status ?

@thameswater @thameswater do you have a statutory responsibility to resolve these issues within a certain period of time? Is it appropriate for me to escalate this into a complaint yet or are you still operating within your regulatory timelines ?

@thameswater @thameswater could you provide an update and explain the process point I raised please. How do I escalate this. It's been about 4 weeks now and water is gushing out.

@thameswater Thanks Rianna. What's the process. Do you put notifications on people's cars and tell them a job is scheduled for a certain day ? So you then have the power to remove the car if they have not moved (like when you secure space with the Council).