Lloyds TSB Data Protection Breach - Advise Please

[ashharris2011]

I wonder if you could give me some advise... This complaint has been in there hands a couple of days and they have investigated through the customer relation department and have immediately offered me £100 compensation. What I want to know is whether to fight it out and ask to speak to someone more senior cause I think this is pretty serious.

 

I have copied in my complaint letter originally so you get the drift of whats going on....

 

 

Dear Sir / Madam,

 

Following a visit into your Bedford branch I am deeply concerned around your data protection procedures and slightly concerned that the data you hold for me is not being held in a secure manner.

 

I went into your branch yesterday; Wednesday 20th July 2011, to amend my address on file with yourselves and to also upgrade my account. I immediately went to the main reception in your branch and was greeted by a customer service agent; unfortunately I do not have his name, however I explained I needed to change my address and he asked me for my debit card.

 

He messed around on his computer for a few minutes and then without asking me any data protection questions or even asking me to put my pin in, he revealed to me the address you had on file and also all the contact details you held for me. Now I am sure you can understand my concern around this and I am sure you can understand my even bigger concern; when still without any data protection questions, he went ahead to amend my address and contact details on your system.

 

Now, if I was a fraudster and I had just found this card on the street. I have now been into the branch got personal information and also changed the address on file to one of my choice, which now means I will be receiving bank statements e.c.t. which would make it very easy for me to commit fraud. All of this without a single data protection question, proof of identification or a pin number.

 

Yet it gets worse. I also wanted to upgrade my account with Lloyds TSB and was seated in the waiting area and a very nice man (James Burraway) assisted me in doing this. Yet again however no data protection checks were done and even more personal information was brought up on the screen in front of me such as the balance of my account.

 

My job works around FSA regulations and DPA Adherence and I am sure you can plainly see the very serious breach of both which have been committed by your Bedford Employees on two separate occasion. I have brought this to your attention as a matter of urgency as currently I feel as if I no longer wish to hold account with Lloyds and also that I should be reporting you to the Financial Services Authority for this very serious Issue.

 

I expect to hear from you as a matter of urgency around how you are going to resolve this matter and also how you are going to deal with the members of staff involved and what you are going to do to prevent this from happening to me and other Lloyds TSB customers in the future. If I do not consider your response satisfactory I will not hesitate to take the matter further.

 

Yours Faithfully

 

 

 

Ash Harris

[silverfox1961]

Hi and welcome to CAG

 

I would say take the money. So long as you have suffered no loss (apart from to your peace of mind), I think that is a reasonable settlement.

 

I would still report them to the Information Commissioner though

[ashharris2011]

How would I go about doing that?

 

and

 

I have requested to speak to their Data Protection Manager but for some strange reason they have refused this request

[silverfox1961]

How would I go about doing that?

 

https://www.ico.gov.uk/Global/contact_us.aspx

 

I wouldn't speak to anyone. I would do it in writing addressed to the data controller. As to why he/she won't talk to you-no idea

[ashharris2011]

Im doing it via phone and recording all my phone convos using my phone... its easier lol and thanks