Bank of Scotland Plc

Financial Ombudsman decision DRN-3283780 Upheld

Upheldoutcome, as published by the Ombudsman

£80redress stated in the decision

Fri Jun 24deadline 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, Service failure

In the Ombudsman’s words

Mrs A is unhappy that Bank of Scotland plc (“BOS”) didn’t change her name correctly following her getting married.Identity checks and access

BOS don’t dispute that they made an error by not correctly updating all their systems with Mrs A’s new married name in the first instanceService failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3283780.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.