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Lloyds Bank PLC

Financial Ombudsman decision DRN-4491477 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

Complaint handling, Data and privacy

In the Ombudsman’s words

Mr W said he’d contacted the third party again, and had received redacted emails from him, which did include personal data. One included his account number, account type, customer name and customer address. Another included his sort code and account number. Mr W sent us screenshots of these emails. He said the emails had been sent to the third party over a number of years. Mr W said he’d made a subject access request to Lloyds, so he could see just what information had been wrongly shared, but Lloyds hadn’t sent him the emails it had issued, because it said again that those didn’t contain any personal data.Complaint handling

Mr W said he’s been a Lloyds customer for some time. In November 2022 he went into a branch to open a new savings account and make some changes to his current account. Shortly after this, he received a call from a man with a similar name, who Mr W has no association with. This third party accused Mr W of setting up accounts in the third party’s name. The third party had received an email from Lloyds telling him a new account had been opened.Data and privacy

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4491477.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.