Lloyds Bank PLC

Financial Ombudsman decision DRN-5850418 Upheld

Upheldoutcome, as published by the Ombudsman

£6,726redress stated in the decision

Tue Sep 23deadline 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 P has complained about Lloyds Bank PLC not protecting her from a scam.APP scam refund refused

There were further communication issues on Lloyds’ part, such as directing Mrs P to the wrong department, not contacting her when they said they would, and making her explain things over again.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5850418.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.