Bank of Scotland Plc

Financial Ombudsman decision DRN8478306 Upheld

Upheldoutcome, as published by the Ombudsman

£100redress stated in the decision

Wed Jul 11deadline 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

Service failure

In the Ombudsman’s words

Halifax accepts that the female call handler, rather than trying to resolve the matter herself, should have passed Mr L to a team who could have assisted more quickly and saved Mr L the trip to the branch.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN8478306.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.