Bank of Scotland Plc

Financial Ombudsman decision DRN1951632 Upheld

Upheldoutcome, as published by the Ombudsman

£400redress stated in the decision

Mon Aug 01deadline 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

APP scam refund refused, Service failure

In the Ombudsman’s words

Mr O complains about the customer service he received from Bank of Scotland plc (trading as Halifax) in relation fraudulent activity on his accounts.APP scam refund refused

Halifax accepts it didn’t call Mr O back when it should’ve done. So he was kept out of the loop about what was happening on his accounts.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN1951632.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.