Bank of Scotland Plc

Financial Ombudsman decision DRN-5951487 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

£200redress stated in the decision

Fri Jan 02deadline 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 K complains Bank of Scotland plc trading as Halifax won’t refund transactions made from his accounts, he says he didn’t make or authorise.Unauthorised transaction

I also remain satisfied that it wasn’t fair or reasonable – given the steps I’ve set out above – for Halifax to have asked Mr K to repay the overdrawn balance initially. And I still find it did not handle Mr K’s fraud claim appropriately at the outset.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5951487.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.