Bank of Scotland Plc

Financial Ombudsman decision DRN-3288661 Upheld

Upheldoutcome, as published by the Ombudsman

£300redress stated in the decision

Wed Mar 02deadline 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

Support for vulnerable customers

In the Ombudsman’s words

Halifax hasn’t provided all the relevant call recordings or contact notes, but it accepts that it gave Ms H conflicting information and advised her to go into branch even though this was difficult for her.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3288661.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.