Not upheld: poor customer service complaint against Lloyds Bank PLC
Financial Ombudsman decision DRN-6057043 of 2026-04-07T00:00:00+00:00. poor customer service complaint against Lloyds Bank PLC. Outcome: Not upheld.
Decision detail
| Reference | DRN-6057043 |
|---|---|
| Decision date | 2026-04-07T00:00:00+00:00 |
| Firm | Lloyds Bank PLC |
| Product | Current account |
| Claim type | poor customer service |
| Outcome | Not upheld |
| Remedy | No further action required. Lloyds' existing compensation payment of £140 is deemed fair and adequate. |
Summary
Miss K complained about poor customer service from Lloyds after her car insurance application was declined. She experienced multiple service failures including incorrect information, failed callbacks, and difficulties reaching the bank. Lloyds acknowledged the service failures, apologised, and paid £140 in compensation. The ombudsman found this compensation to be fair and reasonable given the nature and duration of the service issues, and declined to uphold Miss K's complaint for additional compensation.
The Ombudsman's reasoning
While the ombudsman acknowledged that Lloyds' service failings made an already worrying situation worse and caused Miss K more than reasonable levels of frustration, Lloyds had already accepted responsibility, apologised, provided feedback to staff, and paid £140 in compensation. This compensation was consistent with FOS awards for repeated errors and mistakes causing distress and inconvenience over several weeks requiring reasonable effort to resolve.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Lloyds Bank PLC, all decisions | 19,826 | 16% |
| Current account, all decisions | 45,590 | 19% |
Source
Read the original decision on the Financial Ombudsman Service website