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Bank of Scotland Plc

Financial Ombudsman decision DRN-3053641 Not upheld

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

Mrs B and Mr M complain Bank of Scotland plc refused to refund mortgage interest payments the Department of Work and Pensions made when Mrs B and Mr M had agreed a payment deferral during the Covid-19 pandemic.Mortgage administration

BoS explained to Mrs B and Mr M they’d refunded the initial payments by mistake and offered Mrs B and Mr M £300 compensation for their error and initially raising their expectations they’d refund the later payments too.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3053641.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.