Bank of Scotland Plc

Financial Ombudsman decision DRN-4695006 Upheld

Upheldoutcome, as published by the Ombudsman

£100redress stated in the decision

Sat Mar 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

Support for vulnerable customers, Service failure

In the Ombudsman’s words

I found the call to be almost entirely focussed on an immediate fix to allow the payment on Mr L’s account and prevent inconvenience for him and Mrs L. Although the representative couldn’t assist, I think she should’ve done more consSupport for vulnerable customers

I do think they should’ve given Mr L and Mrs L a better service and more reassurance.Service failure

Rules cited

FCA DISP (Dispute Resolution)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4695006.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.