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Bank of Scotland Plc
Financial Ombudsman decision DRN0047266 Not upheld
Not upheldoutcome, as published by the Ombudsman
£450redress stated in the decision
—deadline 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
Under the Equality Act 2010, Intelligent Finance should have made reasonable adjustments to its communication once it was aware of Mrs A’s disability.Support for vulnerable customers
I accept the mistakes that Intelligent Finance have made have caused Mrs A distress and inconvenience.Service failure
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN0047266.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.