Lloyds Bank PLC

Financial Ombudsman decision DRN-2837288 Not upheld

Not upheldoutcome, as published by the Ombudsman

£1,500redress stated in the decision

Thu Sep 16deadline 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

Support for vulnerable customers, Service failure

In the Ombudsman’s words

Mr O is disabled and has a carerSupport for vulnerable customers

The call between Lloyds’ adviser and Mr O (and then Miss R) didn’t go well. The language used is shocking.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2837288.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.