Bank of Scotland Plc

Financial Ombudsman decision DRN-2567213 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

£1,740redress stated in the decision

Thu Mar 04deadline 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, Service failure

In the Ombudsman’s words

Mr M complained that Bank of Scotland plc, trading as Halifax, gave him incorrect information about payments to his mortgage.Mortgage administration

This reflects the very poor customer service which Halifax’s three phone advisers gave to Mr M.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2567213.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.