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Had exactly the same problem with Lloyds. Gave up in the end, I assume if I claimed through a company they would have the same problem.

Tried to claim from Lloyds, had a bank loan in about 1980 but I have no paperwork and Lloyds came back and said they could find no trace of me having one. To be honest gave up after that but did wonder if may have been better to go through a claims company.