Bank of Scotland Plc

Financial Ombudsman decision DRN-4541321 Upheld

Upheldoutcome, as published by the Ombudsman

£120redress stated in the decision

Thu Mar 21deadline 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

Unauthorised transaction, Complaint handling

In the Ombudsman’s words

Mrs A has complained Bank of Scotland plc, trading as Halifax, didn’t refund numerous direct debit payments which she didn’t believe she authorised.Unauthorised transaction

Halifax misunderstood the nature of Mrs A’s first complaint. This led her to make many calls to them to try to sort issues out.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4541321.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.