Lloyds Bank PLC

Financial Ombudsman decision DRN-4670448 Not upheld

Not upheldoutcome, as published by the Ombudsman

£30redress stated in the decision

Thu May 16deadline 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

APP scam refund refused, Support for vulnerable customers

In the Ombudsman’s words

Miss J complains that Lloyds Bank PLC (‘Lloyds’) hasn’t refunded transactions she says were made to a scammer.APP scam refund refused

Miss J spoke to staff in various departments in the December 2021 call. She was told that she wasn’t the victim of a romance scam and was advised to contact the police. Lloyds also said that Miss J couldn’t raise a dispute in respect of the card payments as the service had been provided. Miss J was transferred to a specialist support team which discussed her mental health and placed a 30 day hold on her account.Support for vulnerable customers

Rules cited

CRM Code (APP scam reimbursement)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4670448.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.