Bank of Scotland Plc

Financial Ombudsman decision DRN-5112474 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

£100redress stated in the decision

Tue Dec 03deadline 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

Card dispute or chargeback, Complaint handling

In the Ombudsman’s words

Mr T complains that Lloyds Bank PLC (“Lloyds”) failed to deal with a claim he brought under section 75 of the Consumer Credit Act 1974 (“CCA”) in a fair way.Card dispute or chargeback

I think it’s important to look at things in the round when considering whether, and how much, compensation is due in respect of poor customer service and claims handling.Complaint handling

Rules cited

Consumer Credit Act 1974, FCA CONC (Consumer Credit sourcebook)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5112474.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.