Lloyds Bank PLC

Financial Ombudsman decision DRN-4408485 Upheld

Upheldoutcome, as published by the Ombudsman

£150redress stated in the decision

Fri Dec 01deadline 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

Complaint handling, Service failure

In the Ombudsman’s words

Mrs M complains that Lloyds Bank PLC treated her unfairly when she noticed problems with her debit card. She further complains that her attempts to report fraud were dealt with poorly by the bank.Complaint handling

Lloyds accept that they handled the personalisation of Mrs M’s debit card poorly.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4408485.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.