Lloyds Bank PLC

Financial Ombudsman decision DRN-6382665 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Wed Jul 01deadline 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 R complains about Lloyds Bank PLC failing to monitor his account and prevent gambling transactions to an online casino he considers to be a scam operation.APP scam refund refused

Lloyds should’ve put in place some interventions. Considering that Firm C wasn’t a new payee and Mr R had previously made payments to them and other large payments to other payees, I would’ve expected to have seen: • Written warnings for payments 2 and 5 about the most common type of fraud and scams involving crypto. • Human interventions for payment 6 and subsequent payments.Support for vulnerable customers

Rules cited

CRM Code (APP scam reimbursement)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6382665.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.