Bank of Scotland Plc

Financial Ombudsman decision DRN0949107 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Fri Oct 14deadline 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

Mr S complains that Halifax provided poor service in giving him misleading information at the branch when he first asked whether he could make the transaction; in sending him a text message advising him to try to complete the transaction when this would not be possible; in not providing assistance when he called and in not handling his complaint appropriately.Complaint handling

Halifax has acknowledged it could have provided Mr S with clearer information and better service about his intended online transaction.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN0949107.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.