Bank of Scotland Plc

Financial Ombudsman decision DRN-4353959 Upheld

Upheldoutcome, as published by the Ombudsman

£300redress stated in the decision

Mon Oct 16deadline 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, Service failure

In the Ombudsman’s words

Lloyds did not acknowledge or appear to understand Mr C's obvious distress or his potential vulnerability.Support for vulnerable customers

I think the service Mr C received from Lloyds thereafter was confused, unclear and unnecessarily lengthy.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4353959.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.