Bank of Scotland Plc

Financial Ombudsman decision DRN-4230569 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Fri Dec 22deadline 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

Payment delayed or failed, Complaint handling

In the Ombudsman’s words

the time it took to do this, and not processing it were done in line with its obligationsPayment delayed or failed

BoS accepted on two occasions that its communication and customer service below the standards it expectsComplaint handling

Rules cited

FCA DISP (Dispute Resolution), Financial Services and Markets Act 2000

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4230569.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.