Not upheld: Other regulated complaint complaint against Lloyds Bank PLC

Decision detail

Summary

Mr M complained that Lloyds mis-sold him a Club Lloyds Silver packaged account by failing to clearly disclose an additional £5 monthly fee on top of the £11.50 monthly fee. Mr M believed he would only pay £11.50 per month when he applied via a consumer advice website link. The ombudsman examined the information available to Mr M before and during the application process, including the third-party website summary and Lloyds' own webpage, which both clearly stated the £5 Club Lloyds fee and the conditions for its refund. Although Mr M provided a screenshot showing only the £11.50 fee, the ombudsman found this represented only one section of the application process and did not override the clear disclosure elsewhere. The complaint was not upheld, and no refund was ordered.

The Ombudsman's reasoning

The ombudsman examined the information Mr M would have encountered before and during the application process. While acknowledging that Mr M's screenshot showed only the £11.50 fee, the ombudsman considered the wider context and found that Lloyds had clearly disclosed the £5 Club Lloyds fee both on the third-party website and prominently on Lloyds' own webpage before the application button. The ombudsman concluded that the screenshot alone could not override the clear disclosure of the dual fee structure elsewhere in the application process.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website