Lloyds Bank PLC

Financial Ombudsman decision DRN-6181532 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Fri Apr 03deadline 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

Ms P and Mr W complain that Lloyds Bank PLC (‘Lloyds’) won’t refund them the money they lost after they fell victim to an Authorised Push Payment (‘APP’) scam.APP scam refund refused

I’d expect Lloyds to consider vulnerability.Support for vulnerable customers

Rules cited

CRM Code (APP scam reimbursement), PSR APP reimbursement requirement

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6181532.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.