Not upheld: service failure, accessibility discrimination concern, incorrect account details provided complaint against Lloyds Bank PLC
Financial Ombudsman decision DRN-6314967 of 2026-05-26T00:00:00+00:00. service failure, accessibility discrimination concern, incorrect account details provided complaint against Lloyds Bank PLC. Outcome: Not upheld.
Decision detail
| Reference | DRN-6314967 |
|---|---|
| Decision date | 2026-05-26T00:00:00+00:00 |
| Firm | Lloyds Bank PLC |
| Product | credit card |
| Claim type | service failure, accessibility discrimination concern, incorrect account details provided |
| Outcome | Not upheld |
| Remedy | No further action required beyond the £50 compensation already paid. Ombudsman encourages Lloyds to ensure their systems reflect that Mr F should not be contacted by phone. |
Summary
Mr F complained about Lloyds' service when he attempted to repay a £5.73 credit card charge but the app showed a zero balance and would not process payment. Lloyds provided bank details for manual payment but gave an incorrect account number, causing the payment to fail. Mr F also raised concerns about accessibility discrimination when Lloyds mentioned telephone contact in their complaint response despite his hearing impairment. The ombudsman found the app's refusal to allow payment was reasonable, the £50 compensation was sufficient, and no material loss occurred as the account was prepaid before interest accrued, resulting in the complaint not being upheld.
The Ombudsman's reasoning
The ombudsman found that credit card apps typically do not allow payments when the account would show as zero balance, making Lloyds' initial response reasonable. Although Lloyds provided an incorrect account number and inappropriately mentioned telephone contact in their complaint response, the £50 compensation paid quickly resolved the issue and no material loss occurred as the account was prepaid before interest accrued. The ombudsman concluded that while there were service errors, Lloyds' actions were sufficient to put matters right.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Lloyds Bank PLC, all decisions | 19,826 | 16% |
Source
Read the original decision on the Financial Ombudsman Service website