Bank of Scotland Plc

Financial Ombudsman decision DRN-6186394 Upheld

Upheldoutcome, as published by the Ombudsman

£300redress stated in the decision

Mon May 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

Complaint handling, Support for vulnerable customers

In the Ombudsman’s words

Halifax also left her waiting for long periods of time on the chat and said it wouldn’t be able to discuss her complaint in writing, but instead she would need to call.Complaint handling

Halifax failed to consider Ms H’s circumstances when communicating with her or take the necessary care to ensure they didn’t cause her distress.Support for vulnerable customers

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6186394.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.