Bank of Scotland Plc

Financial Ombudsman decision DRN-4637143 Not upheld

Not upheldoutcome, as published by the Ombudsman

£175redress stated in the decision

Tue Mar 26deadline 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

this aspect of Mr C’s concerns relates more to Halifax’s handling of his complaint, which as our investigator explained, is not a regulated activity which we can consider a complaint about.Complaint handling

Halifax’s website was unclear and could understand why Mr C expected to receive the travel money the next day. Our investigator agreed that the refund process was harder than it should have been.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4637143.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.