Lloyds Bank PLC

Financial Ombudsman decision DRN-4238083 Upheld

Upheldoutcome, as published by the Ombudsman

£750redress stated in the decision

Thu Aug 10deadline 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, Support for vulnerable customers

In the Ombudsman’s words

Ms F complains Lloyds Bank PLC didn’t help her when she had problems accessing her account online.Identity checks and access

She’s also told us that she has mobility issues – a disability – and that she considers herself vulnerable.Support for vulnerable customers

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4238083.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.