Bank of Scotland Plc

Financial Ombudsman decision DRN-6384251 Upheld

Upheldoutcome, as published by the Ombudsman

£300redress stated in the decision

Wed Jun 24deadline 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

Support for vulnerable customers, Service failure

In the Ombudsman’s words

given he had just declared he was a vulnerable customer, he feels BoS has ignored this declaration.Support for vulnerable customers

I do think it was poor service on BoS’ behalf.Service failure

Rules cited

Equality Act 2010, FCA Consumer Duty (PRIN 2A)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6384251.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.