Firms › Lloyds Bank PLC ›

Lloyds Bank PLC

Financial Ombudsman decision DRN-4558951 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

APP scam refund refused, Support for vulnerable customers

In the Ombudsman’s words

Mr N complains that Lloyds Bank PLC (‘Lloyds’) won’t refund him the money he lost when he fell victim to a scamAPP scam refund refused

He noted that Mr N made Lloyds aware of his ill health and poor living conditions when he reported the scam and that had Lloyds found in his favour Mr N could have avoided a lot of additional stress and inconvenience. Lloyds should also have done more to raise safeguarding concerns for Mr N.Support for vulnerable customers

Rules cited

CRM Code (APP scam reimbursement), Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4558951.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.