Lloyds Bank PLC

Financial Ombudsman decision DRN3775651 Upheld

Upheldoutcome, as published by the Ombudsman

£50redress stated in the decision

Wed May 18deadline 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

Identity checks and access, Complaint handling

In the Ombudsman’s words

Mr V complains that Lloyds Bank PLC suspended his online accessIdentity checks and access

I consider that this complaint should be upheld, not because of the bank’s adherence to its security requirements, but because of the way the calls were handled.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN3775651.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.