Lloyds Bank PLC

Financial Ombudsman decision DRN-5170136 Upheld

Upheldoutcome, as published by the Ombudsman

£200redress stated in the decision

Fri Jan 03deadline 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

Mortgage administration, Service failure

In the Ombudsman’s words

Mr B’s complaint is about an interest-only mortgage he holds with Lloyds Bank PLC. Mr B believes he’s being treated unfairly by Lloyds because he’s unable to extend the mortgage term or convert the mortgage to a capital repayment basis because he has consent to let (CTL) for the mortgage.Mortgage administration

I note that Lloyds didn’t always respond to Mr B in a timely manner, as a result of which the customer service he received was below the standard I’d expect him to receive.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5170136.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.