Not upheld: Service failures generally complaint against Lloyds Bank Insurance Services Limited
Financial Ombudsman decision DRN-5321975 of 2025-03-14T00:00:00+00:00. Service failures generally complaint against Lloyds Bank Insurance Services Limited. Outcome: Not upheld.
Decision detail
| Reference | DRN-5321975 |
|---|---|
| Decision date | 2025-03-14T00:00:00+00:00 |
| Firm | Lloyds Bank Insurance Services Limited |
| Product | Home insurance |
| Claim type | Service failures generally |
| Outcome | Not upheld |
| Remedy | No further remedy ordered. The £50 compensation already paid by Lloyds was deemed sufficient. |
Summary
Mr R complained that he could not access his home insurance policy documents online through Lloyds Bank Insurance Services Limited. After an initial complaint and £150 compensation in June 2024, Mr R remained unable to access documents and raised a second complaint. Lloyds acknowledged errors including providing wrong information about personal data and paid £50 compensation in August 2024 after switching the policy to paperless. The ombudsman found that while Lloyds had caused distress and inconvenience, the £50 compensation was reasonable given the relatively quick resolution and limited scope of the period under review, and therefore did not uphold the complaint for additional compensation.
The Ombudsman's reasoning
The ombudsman acknowledged that Lloyds made errors causing Mr R unnecessary distress and inconvenience, including providing wrong information about personal data access. However, the ombudsman found that Lloyds resolved the issue relatively quickly once made aware of the continued problem, and that the £50 compensation fairly reflected the limited impact during the period under review (17 June to 13 August 2024). The ombudsman noted that broader issues with document access had been addressed in a separate complaint and this decision only considered the specific limited time period.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Lloyds Bank Insurance Services Limited, all decisions | 62 | 10% |
| Service failures generally, all decisions | 34,193 | 32% |
| Home insurance, all decisions | 20,959 | 38% |
Source
Read the original decision on the Financial Ombudsman Service website