Bank of Scotland Plc

Financial Ombudsman decision DRN-5626485 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Mon Aug 11deadline 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

Identity checks and access, Complaint handling

In the Ombudsman’s words

he found the complaints manager lacked empathy, interrupted him and positioned compensation in a way that he considered was unprofessional. Mr B was also alarmed that the manager had gone ahead with the call, despite him providing a wrong answer to one of the security questions.Identity checks and access

He’d also tried discussing things with individuals in the complaints team but had found them unhelpful too, noting no call backs were made despite assurances.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5626485.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.