Lloyds Bank PLC

Financial Ombudsman decision DRN-5912942 Upheld

Upheldoutcome, as published by the Ombudsman

£240redress stated in the decision

Mon Mar 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

Unauthorised transaction, Support for vulnerable customers

In the Ombudsman’s words

Repeated unauthorised access to payments via tokenised card data.Unauthorised transaction

Lloyds’ mishandling of a vulnerable customer.Support for vulnerable customers

Rules cited

FCA Consumer Duty (PRIN 2A), Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5912942.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.