Lloyds Bank PLC

Financial Ombudsman decision DRN-3410654 Upheld

Upheldoutcome, as published by the Ombudsman

£400redress stated in the decision

Tue Sep 06deadline 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, Service failure

In the Ombudsman’s words

The complaint Mr and Mrs S complain that Lloyds Bank PLC (“Lloyds”) won’t refund the money they lost as a result of a scam.APP scam refund refused

I think the on-going transactions Mr S was asking to make were unusual enough to mean Lloyds ought to have taken additional steps to satisfy itself that Mr S wasn’t at risk of being scammed.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3410654.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.