Bank of Scotland Plc

Financial Ombudsman decision DRN-5628661 Upheld

Upheldoutcome, as published by the Ombudsman

£75redress stated in the decision

Mon Sep 08deadline 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

Unauthorised transaction, Complaint handling

In the Ombudsman’s words

Mr H complains Bank of Scotland plc trading as Halifax won’t refund a transaction that debited his credit card account which he says he did not make or authorise.Unauthorised transaction

Mr H complained to Halifax because he was unhappy with the wait time to speak to the fraud team on the phoneComplaint handling

Rules cited

Payment Services Regulations 2017, Consumer Credit Act 1974

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5628661.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.