Bank of Scotland Plc

Financial Ombudsman decision DRN1904421 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

—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

Complaint handling, Service failure

In the Ombudsman’s words

Halifax had not followed Mrs G’s instructions and should have provided better customer serviceComplaint handling

Halifax did not follow Mrs G’s instructions and did not provide the level of customer service it should haveService failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN1904421.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.