Lloyds Bank PLC

Financial Ombudsman decision DRN7071753 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

£40redress 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

Funds blocked or frozen, Complaint handling

In the Ombudsman’s words

Mrs T complains that Lloyds Bank PLC blocked her debit card and then took too long to unblock her card.Funds blocked or frozen

I could see that Mrs T had phoned the bank due to the delay in receipt of a response to her complaint. Moreover, the letter incorrectly had said that Mrs T had not used the betting shop previously (when she had used it the day before). It was also a little misleading in referring to six transactions being made at the betting shop on the day in question, but it did not say that the block was imposed after only two of those transactions. In all the circumstances I did not consider that the bank’s complaint response letter was satisfactory.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN7071753.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.