Lloyds TSB Bank Plc
Financial Ombudsman decision DRN8289097 Not upheld
Not upheldoutcome, as published by the Ombudsman
£50redress 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
Complaint handling, Service failure
In the Ombudsman’s words
Lloyds TSB accepts a recovery agent may have sent the letter with the missing address using the bank’s logo, but the agent had authority to do this and its own contact details were given in the letter. Lloyds TSB has offered £25 compensation for the distress and inconvenience this caused.Complaint handling
In relation to Mrs Q’s concern about the threatened doorstep collection the bank agreed on 19 July to place collection activity on hold, but a recovery agent wrote to Mrs Q on 26 July saying that a doorstep collector would be contacting her. This was highly unfortunate and Lloyds TSB has apologised for it.Service failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN8289097.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.