Not upheld: Complaints handling failures complaint against Lloyds Bank PLC

Decision detail

Summary

Mr S complained to Lloyds about a data breach on 12 March 2026 where some customers could view other customers' transactions in the mobile banking app. Mr S claimed he saw other customers' transactions and was concerned his data may have been visible to others. He was also dissatisfied with how Lloyds handled his complaint. Lloyds' internal audit logs showed Mr S was not logged in during the incident, meaning he could not have been affected. The ombudsman found the audit records more reliable than Mr S's recollection and determined that as Mr S suffered no actual detriment and complaint handling is not a regulated activity, the complaint should not be upheld.

The Ombudsman's reasoning

The ombudsman prioritised Lloyds' internal electronic audit records over Mr S's recollection, finding them to be more reliable evidence. Since the audit log showed Mr S was not logged in during the incident window, he could not have viewed other customers' data nor could others have viewed his. The ombudsman noted that complaint handling is not a regulated activity and therefore falls outside the FOS's jurisdiction. As Mr S suffered no actual detriment or financial loss, and Lloyds provided reassurance and an apology, the ombudsman found no grounds for compensation or further action.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website