Bank of Scotland Plc

Financial Ombudsman decision DRN-4788147 Upheld

Upheldoutcome, as published by the Ombudsman

£50redress stated in the decision

Fri Jul 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

Lloyds also hasn’t explained why it couldn’t issue its complaint response by emailComplaint handling

Lloyds acted unfairly when it provided Mr M with an inaccurate wait time via its online chat service.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4788147.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.