Bank of Scotland Plc

Financial Ombudsman decision DRN7515136 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

Identity checks and access, Complaint handling

In the Ombudsman’s words

Halifax didn’t phone him to complete security. He rang the bank and was asked questions to confirm his identity.Identity checks and access

Halifax apologised because it had the wrong phone number for Mr L. It says the call recording is no longer available and can’t explain why the questions came up.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN7515136.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.