Lloyds Bank PLC

Financial Ombudsman decision DRN-5305145 Upheld

Upheldoutcome, as published by the Ombudsman

£150redress stated in the decision

Wed Mar 05deadline 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 W complains that Lloyds Bank PLC (‘Lloyds’) won’t refund money she paid a builder, who hasn’t completed the agreed work.APP scam refund refused

Lloyds were aware of Miss W’s vulnerabilities and didn’t provide the level of customer service they should’ve, which added to her distress at an already difficult time.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-5305145.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.