Bank of Scotland Plc

Financial Ombudsman decision DRN-5170152 Upheld

Upheldoutcome, as published by the Ombudsman

£400redress stated in the decision

Fri Mar 21deadline 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

Halifax have apologised, taken ownership, and attempted to award suitable compensationComplaint handling

errors were made, including poor communication, significant delays, and unresponsivenessService failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5170152.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.