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Bank of Scotland Plc
Financial Ombudsman decision DRN-3360837 Upheld
Upheldoutcome, as published by the Ombudsman
£150redress stated in the decision
Sat Apr 16deadline 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, Service failure
In the Ombudsman’s words
Mr C had explained that his son was autistic and was self-isolating at the time due to his diabetes. He explained that his son would find it distressing attending branchSupport for vulnerable customers
I don’t think Lloyds explored all the avenues available in order to remove some of the barriers Mr C and his son faced or considered alternative options.Service failure
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3360837.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.