Lloyds Bank PLC

Financial Ombudsman decision DRN-5808617 Upheld

Upheldoutcome, as published by the Ombudsman

£425redress stated in the decision

Fri Dec 19deadline 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

allowed a fraudster to change details on her account and downgrade itAPP scam refund refused

Lloyds Bank as a result caused Mrs W additional distress at what was already a difficult time in her lifeComplaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5808617.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.