Bank of Scotland Plc

Financial Ombudsman decision DRN-4515316 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Fri Feb 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

Complaint handling, Service failure

In the Ombudsman’s words

The crux of the complaint is about the time Mr M spent on the phone and how Lloyds handled his subsequent complaint.Complaint handling

Lloyds has accepted that the service it provided on the phone - in terms of the length of time Mr M was kept on hold, was below its normal level of service.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4515316.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.