Bank of Scotland Plc

Financial Ombudsman decision DRN9611103 Upheld

Upheldoutcome, as published by the Ombudsman

£100redress stated in the decision

Sat Sep 01deadline 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

Treatment in financial difficulty, Complaint handling

In the Ombudsman’s words

Mr H complains that Bank of Scotland plc (BOS) took too long to communicate new rules about customers in persistent credit card debt.Treatment in financial difficulty

BOS accepts it increased Mr H’s credit limit in March 2018 but says that was done in accordance with its usual lending criteria. It acknowledges Mr H should have received better service at times - he should have been told his complaint would be closed in December 2018, for example - and apologised for any upset or inconvenience caused.Complaint handling

Rules cited

FCA CONC (Consumer Credit sourcebook)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN9611103.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.