Lloyds Bank PLC

Financial Ombudsman decision DRN-3954360 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Tue May 16deadline 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, Complaint handling

In the Ombudsman’s words

Mr and Mrs W have complained that Lloyds Bank PLC won’t refund the money they lost after falling victim to a scam.APP scam refund refused

I agree with Mr and Mrs W that Lloyds’ overall customer service could’ve been better here.Complaint handling

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3954360.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.