Bank of Scotland Plc

Financial Ombudsman decision DRN-2722363 Not upheld

Not upheldoutcome, as published by the Ombudsman

£150redress stated in the decision

Wed Aug 11deadline to accept (not the decision date)

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Identity checks and access, Complaint handling

In the Ombudsman’s words

It’s clear Halifax made mistakes when going through those reasonable security checks that have caused Mr and Mrs T inconvenience and distress.Identity checks and access

Halifax investigated and upheld the complaint. In their Final Response Letter (“FRL”) dated 16 November 2000 they apologised for not giving Mr and Mrs T better service and getting their request right the first time.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2722363.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.