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Bank of Scotland Plc

Financial Ombudsman decision DRN-4731881 Not upheld

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

Treatment in financial difficulty, Support for vulnerable customers

In the Ombudsman’s words

Halifax engaged with Mr M once they were made aware of the financial difficulty he was in. They applied a 30 day hold on the account with the view to conducting an income and expenditure assessment at the end of it.Treatment in financial difficulty

I do think that Halifax realised Mr M’s vulnerabilities here, and even though it left Mr M overdrawn, they allowed him access to cash from the branch to help with his situation.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4731881.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.