Not upheld: Service failures generally complaint against Lloyds Bank PLC
Financial Ombudsman decision DRN-6405915 of 2026-06-25T00:00:00+00:00. Service failures generally complaint against Lloyds Bank PLC. Outcome: Not upheld.
Decision detail
| Reference | DRN-6405915 |
|---|---|
| Decision date | 2026-06-25T00:00:00+00:00 |
| Firm | Lloyds Bank PLC |
| Product | Credit card |
| Claim type | Service failures generally |
| Outcome | Not upheld |
| Remedy | None |
Summary
Mr R complained that Lloyds repeatedly declined genuine transactions on his credit card while he was on holiday and failed to adequately communicate about this, causing him distress and embarrassment. Lloyds explained the transactions were flagged by its fraud prevention systems and that it attempted to contact Mr R by text and phone. The ombudsman did not uphold the complaint, finding that Lloyds' fraud prevention systems acted appropriately and that Lloyds made reasonable attempts to contact Mr R before declining the transactions.
The Ombudsman's reasoning
The ombudsman found that Lloyds' fraud prevention systems appropriately flagged the transactions and that it is not the ombudsman's role to dictate how fraud prevention systems should be calibrated. Lloyds made reasonable attempts to contact Mr R by text and phone, and it was not unreasonable for Lloyds to decline the transactions when unable to reach him.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Lloyds Bank PLC, all decisions | 19,867 | 16% |
| Service failures generally, all decisions | 34,193 | 32% |
| Credit card, all decisions | 26,052 | 22% |
Source
Read the original decision on the Financial Ombudsman Service website