Bank of Scotland Plc

Financial Ombudsman decision DRN-3616313 Not upheld

Not upheldoutcome, as published by the Ombudsman

£250redress stated in the decision

Wed Dec 21deadline 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

Complaint handling, Support for vulnerable customers

In the Ombudsman’s words

Halifax’s actions at an already difficult time amplified the impact of the loss of the money and made a bad situation worseComplaint handling

considering the bank had identified that Mr C was vulnerableSupport for vulnerable customers

Rules cited

CRM Code (APP scam reimbursement)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3616313.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.