Bank of Scotland Plc

Financial Ombudsman decision DRN-4301001 Upheld

Upheldoutcome, as published by the Ombudsman

£1,000redress stated in the decision

Tue Sep 12deadline 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

Support for vulnerable customers

In the Ombudsman’s words

Ms S has told us that she’s largely housebound and has a number of disabilities and vulnerabilities which mean that she avoids screens and going online, amongst other things.Support for vulnerable customers

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4301001.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.