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The Royal Bank of Scotland Plc
Financial Ombudsman decision DRN-5849477 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Mon Nov 10deadline 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
Treatment in financial difficulty, Complaint handling
In the Ombudsman’s words
Mr W has complained about the service he received from The Royal Bank of Scotland Plc when he spoke to them about his difficulties with his mortgage account.Treatment in financial difficulty
he believes the same person then dealt with his complaint to cover their own back rather than allowing it to go through the correct channels.Complaint handling
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5849477.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.