Lloyds Bank PLC

Financial Ombudsman decision DRN-4777493 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Tue Aug 13deadline 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

Support for vulnerable customers

In the Ombudsman’s words

Ms H complains that Lloyds Bank PLC (“Lloyds”) has failed to make reasonable adjustments and is discriminating against her by forcing her to use telephone banking to verify payments to new recipients from her account when she can’t communicate or use a smartphone because of her disabilities and impairments.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4777493.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.