Lloyds Bank PLC

Financial Ombudsman decision DRN-3306434 Upheld

Upheldoutcome, as published by the Ombudsman

£300redress stated in the decision

Wed Sep 07deadline 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

Complaint handling, Support for vulnerable customers

In the Ombudsman’s words

Our adjudicator has agreed that the complaint handling was poorComplaint handling

she felt Lloyds hadn’t taken her mental health issues, which she had previously told it about, into consideration when dealing with her complaintSupport for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3306434.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.