Bank of Scotland Plc

Financial Ombudsman decision DRN8841534 Upheld

Upheldoutcome, as published by the Ombudsman

£350redress stated in the decision

Sat Feb 16deadline 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, Support for vulnerable customers

In the Ombudsman’s words

Miss C said that she had found it very difficult to pass BM’s security, and wasn’t able to complete her transactions over the phone.Identity checks and access

Miss C complains about how Bank of Scotland plc (trading as Birmingham Midshires) (“BM”) has addressed her request for support with her disability.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN8841534.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.