Not upheld: payment not received; incorrect information provided complaint against Lloyds Bank Plc

Decision detail

Summary

Mr L complained that a payment from his sister was not received into his Lloyds account and that he was given incorrect information about why the payment was rejected. Lloyds acknowledged providing incorrect information about the account type but found no record of receiving or rejecting any payment to Mr L's account. The ombudsman found that without evidence of the payment being sent to Lloyds, the complaint could not be upheld. The ombudsman considered Lloyds' £75 compensation for the incorrect information to be fair and reasonable, and recommended that Mr L obtain a payment reference from his sister's bank to enable further investigation if desired.

The Ombudsman's reasoning

The ombudsman found that without evidence that a payment was actually sent to Mr L's account at Lloyds, it could not conclude that Lloyds rejected the payment or did anything wrong in relation to the non-receipt of funds. The ombudsman noted that it is standard practice for sending banks to provide payment references and audit trails, and the absence of such evidence meant the complaint could not be upheld. The ombudsman acknowledged Lloyds' error in providing incorrect information about the account type but considered the £75 compensation appropriate for this limited mistake.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website