Lloyds Bank PLC

Financial Ombudsman decision DRN3702584 Upheld

Upheldoutcome, as published by the Ombudsman

£150redress stated in the decision

Thu Jul 26deadline 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

Mortgage administration, Service failure

In the Ombudsman’s words

Mrs B complains that Lloyds Bank Plc treated her unfairly. She says that she couldn’t switch her mortgage interest rate product online and had to go through a full application and advice process.Mortgage administration

I don’t consider that Lloyds has treated Mrs B fairly. It has treated her differently to other customers.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN3702584.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.