Lloyds Bank PLC

Financial Ombudsman decision DRN-4663746 Upheld

Upheldoutcome, as published by the Ombudsman

£100redress stated in the decision

Tue Sep 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

Complaint handling, Service failure

In the Ombudsman’s words

It didn’t help that Lloyds incorrectly dated correspondence it sent to her about her complaint and I can appreciate why Miss B says she feels that she was being ‘fobbed off’.Complaint handling

Lloyds accepted that Miss B had a poor customer experience in branch and that it made an error when saying incorrectly that it had no record of declined transactions.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4663746.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.