Lloyds Bank PLC

Financial Ombudsman decision DRN-4951124 Upheld

Upheldoutcome, as published by the Ombudsman

£5,000redress stated in the decision

Fri Apr 25deadline 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

I’m not satisfied that Miss F is the victim of an APP scam, as defined in the CRM Code.APP scam refund refused

Miss F complained to Lloyds about the claim decision and the service she had been provided with. She felt that the Lloyds fraud advisor had asked irrelevant personal questions and didn’t accommodate her vulnerabilities.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-4951124.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.