MSE News: Lloyd Banking Group users complaining about recent app glitch being paid compensation

MSE_Abby

Thousands of Lloyds, Halifax and Bank of Scotland customers have been paid an average of £40 each in "goodwill payments" after complaining to their bank about a major mobile banking glitch earlier this month. Here's what you need to know…

Read the full story:

https://www.moneysavingexpert.com/news/2026/03/lloyds-bank-technical-glitch/

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flaneurs_lobster

So if I want some free money (the amount seems to vary between £30 - £75) then I make a formal complaint to Lloyds that I was unable to sleep for a week with worry because someone might have seen that I shopped at Lidl?

Or I do nothing because I have no evidence of any disclosure of my data, or even if there was, I don't care?

Seriously, is the gist that you can't just complain that Lloyds had a glitch and that therefore you are owed compensation?

far

Have you had a notification saying your details were visible to others? If so, and you think that is perfectly fine, you need do nothing but vent on a forum about people rightly asking for redress.

flaneurs_lobster

I think LBG have been rather clever here, by striking early with ~£50 payments for "compensation" (although not quite sure what it's compensation for..) they have established a benchmark - someone's seen your data, that's worth £50.

Why not £100? Or £500? Or £1000?

LBG made a profit of £6.7 billion in its last reported year, you think a few £50 payouts will "hit Lloyds Banking Group in its pockets"?

Even the car finance mis-selling liabilities (the Great Hope of the compo faithful) has only prompted then to put aside £800 million.

flaneurs_lobster

https://forums.moneysavingexpert.com/discussion/comment/81945078#Comment_81945078

Seriously, I missed the point in the article that

Lloyds Banking Group says that anyone who may have viewed other people's transactions or had their transactions incorrectly seen by others will be alerted to this in their app, starting on Tuesday 24 March.

so the starting point of anyone's consideration would be "no app message, no compo"?

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/81945263#Comment_81945263

In terms of the amounts offered, it seems likely that a financial institution would be cognisant of the approach adopted by FOS to compensation for distress and inconvenience, as opposed to tangible financial losses:

https://www.financial-ombudsman.org.uk/consumers/expect/compensation-for-distress-or-inconvenience

As that explains, the concept of a sliding scale is used to ascertain the degree of such distress and inconvenience, so in this case, I'd expect the inadvertent disclosure of some transactional detail to be at the bottom end of that scale, unless exacerbated by other factors.

The matter could be referred to the ICO instead of FOS, as it's more in personal data breach territory, but ICO doesn't award compensation to wronged consumers in the way that FOS does, although they may well fine LBG.

https://ico.org.uk/for-the-public/data-protection-and-journalism/taking-your-case-to-court-and-claiming-compensation/#court1

GrubbyGirl_2

I actually complained on the day as I'd logged on to my account and instead of having a £4k balance All my account showed an £813 overdraft and daily overdraft fees. I nearly had heart failure and thought I'd been scammed, hence why I contacted them immediately. I haven't had compensation or even an apology just them telling me it was all ok and just a glitch!

flaneurs_lobster

https://forums.moneysavingexpert.com/discussion/comment/81946330#Comment_81946330

Any message in your app as per LBGs statement?

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/81946330#Comment_81946330

That sounds like a different issue, even if it was on the same day - the glitch this thread refers to is people being able to see others' accounts, rather than anything to do with transactions/balances being corrupted as such, although it's not hard to imagine LBG staff being overwhelmed on the day and assuming everything was the same.

Presumably your account status has been corrected?

Was your complaint formally logged and is it still open on their system?

flaneurs_lobster

Is @GrubbyGirl_2 not describing seeing someone else's (unhappy) account details rather than their own?

They can confirm or otherwise.

GrubbyGirl_2

https://forums.moneysavingexpert.com/discussion/comment/81946350#Comment_81946350

Exactly that. I logged on and off 3 times, the second time the persons account had about £400 in and the third time there was an account with a deposit of £125k! The second time I could tell the rough location of the account holder simply from the location of the transactions. But that first time when it looked like someone had taken around £5k from my account nearly gave me a heart attack