Not upheld: language accessibility and service provision in branch complaint against Lloyds Bank plc

Decision detail

Summary

Mr T, a Welsh speaker, complained that Lloyds Bank did not communicate with him in Welsh when he attended a Welsh branch for banking assistance. Although a Welsh-speaking staff member was available, Mr T had to communicate in English to resolve his issues. Lloyds stated they cannot guarantee Welsh-speaking staff but offer Welsh language services. The ombudsman did not uphold the complaint, finding no legal obligation for Lloyds to provide Welsh-speaking staff (such obligations apply only to public organisations) and concluding that Mr T was able to access and resolve his banking issues despite his language preference. The ombudsman noted that directing firms to change business policies falls outside their remit and is a matter for the Financial Conduct Authority.

The Ombudsman's reasoning

The ombudsman applied a limited remit test, focusing on whether Lloyds treated Mr T fairly in the individual circumstances rather than whether they should change business policies. No specific legal requirement exists for Lloyds to provide Welsh-speaking staff in Welsh branches, as such obligations apply only to public organisations, not private businesses. Although Mr T preferred to communicate in Welsh, he was able to access services and resolve his issues because a Welsh-speaking staff member was available at the branch. The ombudsman acknowledged Mr T's frustrations but concluded that Lloyds' provision of some Welsh language services and their ability to assist him (despite his preference not to use English) meant they did not treat him unfairly.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website