Bank of Scotland Plc

Financial Ombudsman decision DRN-3897282 Upheld

Upheldoutcome, as published by the Ombudsman

£200redress stated in the decision

Fri Feb 10deadline 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, Service failure

In the Ombudsman’s words

Lloyds issued their final response eight days after the incident Ms D has complained aboutComplaint handling

incorrectly played a recorded message that accused her of being an abusive callerService failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3897282.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.