Bank of Scotland Plc

Financial Ombudsman decision DRN8979421 Upheld

Upheldoutcome, as published by the Ombudsman

£40,230redress stated in the decision

—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

Complaint handling, Support for vulnerable customers

In the Ombudsman’s words

Halifax’s conduct in managing the complaint has considerably added to Mr B’s distress and has led to this complaint being unduly lengthy.Complaint handling

At the heart of this case is whether Halifax were aware that Mrs B was a vulnerable customer, suffering from Alzheimer’s.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN8979421.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.