Bank of Scotland Plc

Financial Ombudsman decision DRN5146770 Upheld

Upheldoutcome, as published by the Ombudsman

£300redress stated in the decision

Fri Oct 05deadline 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

not just the minor errors in complaints handling which Mr A mentionedComplaint handling

A letter notifying Mr A of changes to his terms and conditions was sent to Mr A’s neighbour, instead of to him.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN5146770.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.