Lloyds Banking Group Plc

Financial Ombudsman decision DRN6288871 Upheld

Upheldoutcome, as published by the Ombudsman

£300redress stated in the decision

—deadline 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

Card dispute or chargeback, Complaint handling

In the Ombudsman’s words

Mrs N has complained that Lloyds Banking Group plc (trading as Lloyds TSB Bank plc) has not accepted her claim for a refund of her holiday costs. She paid for this holiday with her Lloyds TSB credit card.Card dispute or chargeback

I do not consider Lloyds TSB’s response to Mrs N’s original complaint to be satisfactory. They appear to have ignored the evidence Mrs N provided to them to support her case.Complaint handling

Rules cited

Consumer Credit Act 1974

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN6288871.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.