Lloyds Bank PLC

Financial Ombudsman decision DRN4388509 Not upheld

Not upheldoutcome, as published by the Ombudsman

£200redress stated in the decision

Thu Apr 14deadline 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, Payment delayed or failed

In the Ombudsman’s words

Mr and Mrs U complain that Lloyds Bank plc hasn’t refunded all or any part of £4,500 that was transferred when they fell victim to a scam.APP scam refund refused

I think Lloyds could have handled things better in keeping Mr and Mrs U informed about this matter. Looking at the notes from the time, I can see there was a long period of delay in getting the right information to Mr and Mrs U.Payment delayed or failed

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN4388509.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.