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Bank of Scotland Plc
Financial Ombudsman decision DRN-3830266 Upheld
Upheldoutcome, as published by the Ombudsman
£250redress stated in the decision
Thu Mar 02deadline 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
Treatment in financial difficulty, Support for vulnerable customers
In the Ombudsman’s words
Miss K held a mortgage with Bank of Scotland which was in arrears.Treatment in financial difficulty
Miss K complains Bank of Scotland plc (“Bank of Scotland”) insisted she spoke to it on the phone to arrange a repayment plan for her arrears, despite advising it she is hearing impaired.Support for vulnerable customers
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3830266.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.