Lloyds Bank PLC

Financial Ombudsman decision DRN9381644 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

£300redress stated in the decision

Sat Jul 18deadline 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

Support for vulnerable customers, Service failure

In the Ombudsman’s words

Mrs P contacted Lloyds Bank as she was having difficulty maintaining her account due to an illness which had left her unable to work.Support for vulnerable customers

Lloyds Bank had a duty of care to contact Mrs P to discuss what was going to happen to her account once the hold had expired. They did not contact Mrs P and the next time she heard anything in relation to her account was when she received the letter from the third-party.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN9381644.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.