Not upheld: Card / payment disputes complaint against Bank of Scotland plc

Decision detail

Summary

Mr M complained that both his credit card and debit card were blocked whilst travelling abroad on 26 October 2025, leaving him without reliable access to funds. The credit card was blocked because he missed a contractual monthly payment due on 20 October 2025, while the debit card had transactions declined due to fraud prevention measures. Although Mr M felt stranded and had to borrow money, the ombudsman found that the credit card block was justified under the terms and conditions, the debit card remained functional (with Mr M making successful transactions during the period), and Bank of Scotland's £150 compensation for poor customer service was fair and reasonable. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that Bank of Scotland acted within its contractual rights when blocking the credit card due to a missed minimum payment, and that the 2-day processing time was standard. Regarding the debit card, although fraud prevention measures declined certain transactions, the card remained functional and Mr M successfully used it multiple times during the complained period. While acknowledging poor customer service (the promised fraud team transfer did not occur), the ombudsman considered the £150 compensation fair and reasonable for the distress caused.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website