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Lloyds Bank PLC

Financial Ombudsman decision DRN-3713594 Not upheld

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

Treatment in financial difficulty, Support for vulnerable customers

In the Ombudsman’s words

The rules and standards that apply where a consumer experiences financial difficulty are explained in the Financial Conduct Authority’s (FCA) Handbook. Specifically, the Consumer Credit Sourcebook (“CONC”) Section 7. This says that lenders should consider consumers in default or arrears difficulties with forbearance and due consideration.Treatment in financial difficulty

Miss N complains that Lloyds Bank PLC (“Lloyds”) didn’t provide her with enough support to address arrears on her credit card after she became ill in 2014.Support for vulnerable customers

Rules cited

FCA CONC (Consumer Credit sourcebook)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3713594.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.