Lloyds Bank PLC

Financial Ombudsman decision DRN-6020346 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

£15,000redress stated in the decision

Fri Jun 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, Support for vulnerable customers

In the Ombudsman’s words

Mrs C complains that Lloyds Bank PLC (‘Lloyds’) declined to reimburse her when she fell victim to a scam.APP scam refund refused

However, the Code makes clear that the exceptions to reimbursement at R2(1) would not apply where a customer was vulnerable to the APP scam they fell victim to at the time itoccurred.Support for vulnerable customers

Rules cited

CRM Code (APP scam reimbursement), Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6020346.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.