Bank of Scotland Plc

Financial Ombudsman decision DRN-3723636 Upheld

Upheldoutcome, as published by the Ombudsman

£1,000redress stated in the decision

Tue Oct 25deadline 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

A catalogue of errors after the scam was reported – poor processes and challenges which made the complaint almost impossible to deal withComplaint handling

Failing to protect Mr F‘s interests and assets, and to identify him as a potentially vulnerable customerSupport for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3723636.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.