Lloyds Bank PLC

Financial Ombudsman decision DRN7835377 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Mon Jun 11deadline 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

Lloyds Bank Plc wouldn’t allow her to change the address on her credit card account over the telephone.Identity checks and access

I also think Lloyds should’ve told Miss C that blocks had been applied to her credit account, which stopped statements being sent to Miss C’s old address, when she first called.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN7835377.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.