Bank of Ireland (UK) Plc

Financial Ombudsman decision DRN-4360527 Upheld

Upheldoutcome, as published by the Ombudsman

£750redress stated in the decision

Tue Dec 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

Complaint handling, Support for vulnerable customers

In the Ombudsman’s words

He complained in 2018 and again in 2019, without the problem being solved until the third time he complained, in 2022. That is clearly a long time, and on any view of the matter that is very poor service.Complaint handling

The bank knew that Mr H was bankrupt (there is a contemporaneous entry to that effect in its customer contact notes), and therefore it also knew that he was vulnerable.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4360527.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.