Bank of Scotland Plc

Financial Ombudsman decision DRN-4471132 Upheld

Upheldoutcome, as published by the Ombudsman

—no sum stated

Tue Feb 13deadline 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

Halifax’s internal records also confirm this as following the call Ms M turned the foreign freeze on and then off and on again, the remote freeze on and then the following day the gambling freeze on.Complaint handling

Ms M complains that Bank of Scotland plc trading as Halifax (“Halifax”) gave her different information surrounding gambling blocks that were available to her and that she was able to easily remove blocks herself. Ms M feels the support given by Halifax isn’t sufficient for anyone with a gambling conditionSupport for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4471132.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.