Lloyds Bank PLC

Financial Ombudsman decision DRN-2359139 Upheld

Upheldoutcome, as published by the Ombudsman

£500redress stated in the decision

Wed Jan 06deadline 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

Funds blocked or frozen, Support for vulnerable customers

In the Ombudsman’s words

Lloyds put a block on Mrs K’s account following a fraud alert.Funds blocked or frozen

I’m not satisfied Lloyds has taken this sufficiently into account in the way its dealt with this matter. In particular, although Lloyds says it has a policy for dealing with vulnerable clients, I can’t see it put this into effect in Mrs K’s case despite the extensive evidence of the problems she’d had with her health.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2359139.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.