Cheques from Lloyds were lost in the post but claims company is offering no help

A PPI claims company contacted me about my four Lloyds loans and said they would win compensation by Christmas 2010. I received two cheques from Lloyds and paid the claims company’s fee for those, but I am still waiting for two more worth £1,400. Now the claims company is hassling me for its percentage of the second two cheques but, until I get the money from Lloyds, I cannot pay them. I have emailed the claims company, and the debt collection people they passed it over to, but cannot get a definite answer. SM, Crymych, Pembrokeshire

The claims company did not “win” this money on your behalf. You were automatically entitled to the refund – the claims company just collected it in your name and charged you 30% for doing so. As you now know, you could have contacted Lloyds directly at no cost and not lost nearly a third of your refund.

Entirely due to human error, says Lloyds, the two missing cheques went to your old address, even though you notified the bank when you moved and had safely received the first cheques. The cheques were cancelled but Lloyds failed to send replacements to the correct address. If the claims company was really working on your behalf it should have sorted this out rather than just pestered you for its fee. The bank has now sent you the amount due – £1,417 which includes interest to 17 May 2012.

You can email Margaret Dibben at your.problems@observer.co.uk or write to Margaret Dibben, Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include a phone number

Money: Insurance | guardian.co.uk