Big firms MUST change the insensitive way they treat bereaved families

 ‘When mum died, Lloyds made the grief even harder to bear

Close-knit: Money Mail writer Victoria Bischoff and her mum Julie, who died in April

  • When Victoria Bischoff’s mother Julie died in April, Lloyds were unhelpful
  • They made her call automated service and sent computer-generated letters
  • An insensitive customer service adviser asked a series of intrusive questions and didn’t know the rules about credit card debts
  • Other organisations such as the local council were much better 

Mum had been a customer at Lloyds Bank for around 25 years. The staff in her local branch in Coventry knew her well, so they had recognised me the moment I came through the door.

The woman behind the counter went pale. ‘You’re Julie’s daughter, aren’t you?’ she said. ‘I know what you’re here to say.’

They’d been aware that Mum had been fighting cancer. She died at home on April 22, aged 58.

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