Lloyds Bank PLC

Financial Ombudsman decision DRN-3709214 Upheld

Upheldoutcome, as published by the Ombudsman

£873redress stated in the decision

Wed Apr 12deadline 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, Support for vulnerable customers

In the Ombudsman’s words

Mrs H complains that Lloyds Bank PLC won’t refund money she lost after she fell victim to an Authorised Push Payment (APP) scam.APP scam refund refused

I think given Mrs H’s age (she was over 80 at the time of the scam) and given Mrs H’s circumstances it is arguable that she was vulnerable and that her susceptibility to this particular type of scam was greater than it might have been for others.Support for vulnerable customers

Rules cited

CRM Code (APP scam reimbursement)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3709214.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.