Lloyds Bank PLC

Financial Ombudsman decision DRN-4970677 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Tue Sep 24deadline 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

Mrs S complains that Lloyds Bank PLC (‘Lloyds’) should pay her more compensation after she had problems using its banking app and Lloyds admitted giving her incorrect information which resulted in a wasted trip to a branch.Complaint handling

Lloyds admitted that it misinformed Mrs S about the help the branch could offer so I've thought carefully about what it needed to do to put things right.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4970677.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.