An additional 80,508 Lloyds, Halifax and Bank of Scotland customers may have had their data shared without their knowledge due to an app glitch.
We knew up to 450,000 customers had potentially seen other people’s transitions or had their data shared after the Lloyds Banking Group fault on 12 March.
But this morning we learned the bank had identified 80,508 other customers whose data may have been shared as they have joint accounts with the aforementioned 450,000.
“As an additional step, we also issued an alert on the app home screen to these 80,508 joint account holders, with a small number of exceptions based on particular customer circumstances,” the banking group said in an update to the Treasury Committee.
“In notifying these customers, our focus has been on providing reassurance and support.”
Goodwill payments
The group has now handed out more than £201,000 in goodwill payments to 5,250 customers.
Payouts average £38 but there is no fixed gesture on offer. Instead, the company has said payments are being offered on a case‑by‑case basis under its existing “distress and inconvenience” policy.
If you believe you were negatively affected by the glitch, get in touch with your bank directly to explain and provide any evidence.
Consumer dispute expert Scott Dixon told the Money blog: “I used to work for HSBC and banks have a pot for ‘service failures’, with staff discretion to pay up to £100 as a goodwill gesture when things go wrong for whatever reason.
“My advice to anyone who has a complaint with their bank is to mention ‘service failure’ and how it’s affected you.
“I never accept the first offer unless I’m happy with it. If this happened to me and I was affected by it, I’d push back nicely and ask, ‘Is that the best you can do?’, and reiterate the impact it’s had on you. This isn’t about complaining for the sake of it. It’s about holding firms to account for their negligence.”
If you’re not happy with the offer, Dixon says you could take your case to the Financial Ombudsman Service for review.
Lloyds Banking Group previously said anyone who accepted a compensation offer would see their case closed – though any relevant consumer rights would not be affected.