Lloyds Bank PLC

Financial Ombudsman decision DRN-5476472 Upheld

Upheldoutcome, as published by the Ombudsman

£12,500redress stated in the decision

Fri May 09deadline 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, Complaint handling

In the Ombudsman’s words

Mrs G complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money she lost as the result of a scam.APP scam refund refused

Mrs G’s complaint was mishandled. Mrs G asked to see a copy of her complaint and to amend it, but Lloyds wouldn’t allow her to.Complaint handling

Rules cited

CRM Code (APP scam reimbursement), FCA DISP (Dispute Resolution)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5476472.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.