Lloyds Bank PLC

Financial Ombudsman decision DRN-5575061 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Wed Jul 16deadline 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

Ms O’s complaint is about Lloyds’s refusal to reimburse her money she says she lost due to a scam.APP scam refund refused

Refundee says that Ms O was vulnerable at the time of the scamSupport for vulnerable customers

Rules cited

CRM Code (APP scam reimbursement), FCA Consumer Duty (PRIN 2A), Financial Services and Markets Act 2000, Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5575061.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.