Lloyds Bank PLC

Financial Ombudsman decision DRN-2656405 Not upheld

Not upheldoutcome, as published by the Ombudsman

£19,000redress stated in the decision

Fri Nov 26deadline 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

APP scam refund refused, Complaint handling

In the Ombudsman’s words

Mrs K complains, on behalf of her business – which I’ll call “E” – that Lloyds Bank PLC won’t refund money it lost when it fell victim to a scam.APP scam refund refused

And she was unhappy with how Lloyds handled the matter, including delays in communicating and that customer service had been rude and unhelpful.Complaint handling

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2656405.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.