Bank of Scotland Plc

Financial Ombudsman decision DRN-2399092 Not upheld

Not upheldoutcome, as published by the Ombudsman

£300redress stated in the decision

Wed Feb 17deadline 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

Mortgage administration, Complaint handling

In the Ombudsman’s words

Halifax said it should have explained it would have to make checks before offering a RIO and paid £300 compensation for the disappointment this caused.Mortgage administration

It would have been more helpful if Halifax had told Mr and Mrs M in March 2019 they might not meet criteria for a RIO.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2399092.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.