Lloyds Bank PLC

Financial Ombudsman decision DRN-6193046 Upheld

Upheldoutcome, as published by the Ombudsman

£300redress stated in the decision

Tue Mar 31deadline 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

Treatment in financial difficulty, Support for vulnerable customers

In the Ombudsman’s words

The difficulty I have is that there is no obligation for a lender to pause recovery action just because a complaint is with us.Treatment in financial difficulty

I accept Lloyds did not do enough to recognise Mr A’s vulnerability and to tailor its approach.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6193046.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.