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Lloyds TSB Bank Plc
334banking decisions
12.3%uphold rate
293not upheld
Beyond banking
The figures above cover this firm’s banking, credit and mortgage decisions only. The Ombudsman also decided complaints about it in other sectors, which behave differently and are kept separate rather than averaged in.
| Sector | Decisions | Uphold rate |
|---|---|---|
| Banking, credit and mortgages — shown above | 334 | 12.3% |
| Payment protection insurance | 70 | 8.6% |
| Investments and pensions | 20 | — |
| Insurance (excluding PPI) | 9 | — |
What this firm loses on
| Issue | Decisions | Upheld | Uphold rate |
|---|---|---|---|
| Charges and fees | 64 | 7 | 10.9% |
| Treatment in financial difficulty | 43 | 4 | 9.3% |
| Account closed or refused | 42 | 5 | 11.9% |
| Service failure | 42 | 15 | 35.7% |
| Credit file reporting | 40 | 6 | 15.0% |
| Irresponsible lending | 36 | 1 | 2.8% |
| Unauthorised transaction | 34 | 2 | 5.9% |
| Complaint handling | 33 | 7 | 21.2% |
| Interest and rates | 29 | 5 | 17.2% |
| Product mis-sold | 24 | 1 | 4.2% |
| Payment delayed or failed | 16 | 5 | 31.3% |
| Funds blocked or frozen | 14 | 4 | 28.6% |
| Mortgage administration | 12 | 4 | 33.3% |
| Card dispute or chargeback | 11 | 1 | 9.1% |
Decisions are attributed to a firm only where the decision text names it unambiguously. Where a name could refer to more than one firm, the decision is left unattributed rather than guessed, so these counts are a floor, not a total. Method.