Bank of Scotland Plc

Financial Ombudsman decision DRN9774210 Not upheld

Not upheldoutcome, as published by the Ombudsman

£80redress 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

Identity checks and access, Support for vulnerable customers

In the Ombudsman’s words

visited one of its branches to open a current account. He handed his passport to an advisor so that she could carry out the relevant checks.Identity checks and access

Mr H is a vulnerable adult and his representative tells us that the incident has left him very distressed.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN9774210.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.