Lloyds Bank PLC

Financial Ombudsman decision DRN-2489270 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Mon Jul 19deadline 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

Charges and fees, Complaint handling

In the Ombudsman’s words

failed to carry out his instruction to downgrade his fee-bearing packaged bank account (PBA) to a fee-free accountCharges and fees

Mr M says he asked Lloyds for recordings of all the calls he had made, but it had only been able to provide calls he had made to pursue his complaintComplaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2489270.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.