Bank of Scotland Plc

Financial Ombudsman decision DRN-3732643 Upheld

Upheldoutcome, as published by the Ombudsman

£130redress stated in the decision

Fri Dec 30deadline 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

incorrect advice that Bank of Scotland plc (“BoS”) gave to her about combining her three mortgage sub-accounts into oneMortgage administration

it couldn’t clarify things over the phone, and the two letters she then received confused things furtherComplaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3732643.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.