Bank of Scotland Plc

Financial Ombudsman decision DRN-2972269 Upheld

Upheldoutcome, as published by the Ombudsman

£150redress stated in the decision

Thu Sep 09deadline 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

Miss S complains that Bank of Scotland plc will not accept overpayments she wants to make towards her mortgage account.Mortgage administration

I think it could’ve communicated more clearly with Miss S from December 2019 onwards and if it had done so the issues encountered since would likely have been resolved sooner.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2972269.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.