Lloyds Bank PLC

Financial Ombudsman decision DRN-1628959 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Mon Nov 02deadline to accept (not the decision date)

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Identity checks and access, Complaint handling

In the Ombudsman’s words

it thought she was a different customer even though she had verified her identity using voice recognition technologyIdentity checks and access

She said Lloyds told her it would respond to her complaint within 28 hours. But it took around three weeks and Miss T chasing Lloyds before it responded.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-1628959.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.