Lloyds Bank PLC

Financial Ombudsman decision DRN-5697805 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Wed Aug 20deadline 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

Treatment in financial difficulty, Mortgage administration

In the Ombudsman’s words

No mortgage payments had been made to the mortgage account since May 2024, and I do understand that Mrs W believed there to be a mortgage protection policy in place that would pay the mortgage off. But while this was being investigated, mortgage payments should have continued to be made to the mortgage account – but this didn’t happen.Treatment in financial difficulty

Mrs W complains that Lloyds Bank PLC have been unable to locate a life protection policy which was attached to the mortgage that she has with her late husband.Mortgage administration

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5697805.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.