Bank of Scotland Plc

Financial Ombudsman decision DRN2498609 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

Treatment in financial difficulty, Complaint handling

In the Ombudsman’s words

The bank must act positively and sympathetically to anyone who is or perceived to be in financial difficulties.Treatment in financial difficulty

Mr and Mrs B complain that the Bank of Scotland plc (the bank) did not allow them to have face to face meetings to discuss their financial difficulties, it did not answer their written questions and it did not send them copies of original documents when they requested it to do so.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN2498609.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.