Lloyds Bank PLC

Financial Ombudsman decision DRN0679854 Upheld

Upheldoutcome, as published by the Ombudsman

£650redress stated in the decision

Fri Jul 07deadline 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

Complaint handling, Support for vulnerable customers, Service failure

In the Ombudsman’s words

Having reviewed Lloyds’ response to Mrs F’s complaint, I think they could have handled things better.Complaint handling

As a visually impaired person, Mrs F is reliant on the accuracy of information given to her during telephone calls with her bank.Support for vulnerable customers

I have no doubt the bank’s mistake caused Mrs F significant embarrassment and upsetService failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN0679854.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.