Bank of Scotland Plc

Financial Ombudsman decision DRN6451140 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Mon Nov 20deadline 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

Funds blocked or frozen, Complaint handling

In the Ombudsman’s words

Halifax blocked a transfer for £20,000 for Mr W in December 2016Funds blocked or frozen

In its final response letter Bank of Scotland said when it needs to check a payment is genuine it tries to contact customers by phone. And says it’s likely it would’ve tried to contact Mr W by landline. Bank of Scotland has since said this wasn’t the case.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN6451140.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.