Bank of Scotland Plc

Financial Ombudsman decision DRN-5613083 Upheld

Upheldoutcome, as published by the Ombudsman

£300redress stated in the decision

Thu Jul 17deadline 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, Support for vulnerable customers

In the Ombudsman’s words

Halifax upheld Ms H’s complaint. It said the call fell below its standards and it had sent the letter twice in error.Complaint handling

Ms H complains that Bank of Scotland plc trading as Halifax hasn’t treated her fairly considering her vulnerabilities.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5613083.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.