Bank of Scotland Plc

Financial Ombudsman decision DRN-6152344 Upheld

Upheldoutcome, as published by the Ombudsman

£100redress stated in the decision

Fri May 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

Complaint handling, Service failure

In the Ombudsman’s words

Halifax also said that Mr A and Mrs B would need to come into branch again to complete the forms they’d originally signed as it hadn’t been unable to find the paperwork they’d completed on their first visitComplaint handling

Halifax lost forms containing their personal and financial details and failed to investigate what had happened properlyService failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6152344.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.