Lloyds Bank PLC

Financial Ombudsman decision DRN-6029650 Upheld

Upheldoutcome, as published by the Ombudsman

£401,631redress stated in the decision

Mon Apr 13deadline 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

Mr and Mrs J complain that Lloyds Bank PLC won’t refund the money they lost when they fell victim to a scam.APP scam refund refused

In summary, they said their vulnerability hadn’t been properly consideredSupport for vulnerable customers

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6029650.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.