Lloyds Bank PLC

Financial Ombudsman decision DRN-3228237 Upheld

Upheldoutcome, as published by the Ombudsman

£500redress stated in the decision

Mon Oct 24deadline 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, Support for vulnerable customers

In the Ombudsman’s words

Mr H complains that Lloyds Bank PLC has stopped him accessing his online banking.Identity checks and access

Mr H said he’d been using internet banking for many years and used internet cafes. He said that he was hard of hearing and technically challengedSupport for vulnerable customers

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3228237.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.