Lloyds Bank PLC

Financial Ombudsman decision DRN-3955122 Upheld

Upheldoutcome, as published by the Ombudsman

£200redress stated in the decision

Thu Aug 24deadline 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

Identity checks and access, Complaint handling

In the Ombudsman’s words

Lloyds Bank PLC (‘Lloyds’) have wrongly asked her to demonstrate that she does not hold citizenship of another countryIdentity checks and access

Lloyds has sent the same forms a number of times now, and has not yet received a Certificate of Loss of Nationality of the United States. But I do not think that it has been appropriately clear as to why precisely it needs thisComplaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3955122.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.