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Bank of Scotland Plc

Financial Ombudsman decision DRN-4273851 Upheld

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

Funds blocked or frozen, Support for vulnerable customers

In the Ombudsman’s words

Halifax then blocked Mr C’s payment and because he had not answered their questions satisfactorily, they also blocked Mr C’s access to online bankingFunds blocked or frozen

I don’t think Halifax properly engaged with what Mr C was telling them about his circumstances and that, because of those circumstances, he was a vulnerable customer.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4273851.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.