Bank of Scotland Plc

Financial Ombudsman decision DRN1895102 Upheld

Upheldoutcome, as published by the Ombudsman

—no sum stated

Wed Jul 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

Charges and fees, Service failure

In the Ombudsman’s words

didn’t downgrade his packaged account to a fee-free account when he asked it to do soCharges and fees

Halifax were being unnecessarily inflexible in not taking the consumer’s request as sufficient consent, to start the downgrading processService failure

Rules cited

FCA BCOBS (Banking Conduct of Business)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN1895102.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.