Not upheld: service complaint - branch conduct and customer treatment complaint against Bank of Scotland plc

Decision detail

Summary

Mr M complained about his treatment during a visit to a BOS branch where he was asked to move from an area designated for digital customers only. Due to his hearing difficulties, Mr M struggled to understand staff explanations and raised his voice, leading BOS to send him a letter stating his behaviour was unacceptable. BOS initially upheld the complaint and paid £40 compensation but later reversed its position. The ombudsman found that while sympathetic to Mr M's experience, BOS acted fairly in sending the letter as branch staff are entitled to maintain acceptable standards of behaviour, and the £40 compensation was appropriate.

The Ombudsman's reasoning

The ombudsman applied the balance of probabilities standard due to incomplete and contradictory evidence. While acknowledging Mr M's hearing difficulties and frustration, the ombudsman found that branch staff have a duty to maintain acceptable standards of behaviour and that BOS was entitled to send the letter as a reminder of this duty. The ombudsman considered that BOS had a duty of care towards its staff and that the £40 compensation previously paid was fair compensation for how the interaction made Mr M feel.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website