Halifax Limited

Financial Ombudsman decision DRN-4314255 Upheld

Upheldoutcome, as published by the Ombudsman

£500redress stated in the decision

Wed Sep 20deadline 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

Identity checks and access, Complaint handling

In the Ombudsman’s words

Halifax’s one-time passcodes being inaccessibleIdentity checks and access

Halifax hadn’t called him to let him know what its response to his complaint was and had instead written to himComplaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4314255.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.