Not upheld: branch closure notification and access to banking services complaint against Lloyds Bank PLC

Decision detail

Summary

Mr and Mrs E complained that Lloyds Bank failed to notify them of their local branch closure in February 2025 and did not ensure adequate banking arrangements following the closure. Lloyds Bank's policy was to notify only customers who had transacted at a closing branch three or more times in the preceding 12 months, and Mr and Mrs E did not meet this threshold. The bank offered multiple alternative banking methods including online banking, mobile app, telephone banking, and a postal cheque service. The ombudsman found that Lloyds Bank had followed FCA guidance on branch closures and that the lack of advance notification would not have made a material difference, resulting in the complaint being not upheld.

The Ombudsman's reasoning

The ombudsman found that Lloyds Bank had followed FCA guidance on branch closures and provided multiple alternative banking arrangements to customers. Although Lloyds Bank failed to notify Mr and Mrs E in advance of their local branch closure (identified as an exception to FCA guidance compliance), the ombudsman concluded this notification would not have made a difference to the outcome, as the bank had already provided adequate alternative banking methods and the closure had already occurred.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website