Bank of Scotland Plc

Financial Ombudsman decision DRN5680988 Not upheld

Not upheldoutcome, as published by the Ombudsman

£150redress stated in the decision

Fri Mar 13deadline 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, Complaint handling

In the Ombudsman’s words

Ms A has complained that Lloyds Bank PLC (“Lloyds”) told her that if she downgraded her packaged account she would receive a full refund of her account fees – but Ms A says she never received a full refund of her account fees.Charges and fees

Ms A has also complained about the customer service she received from Lloyds. She said she has made multiple trips to Lloyds’ branches to discuss her account and her complaint. She says she’s phoned Lloyds many times and has also been put on hold for long periods of time.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN5680988.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.