Bank of Scotland Plc

Financial Ombudsman decision DRN-3948377 Upheld

Upheldoutcome, as published by the Ombudsman

£300redress stated in the decision

Wed Mar 22deadline 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

The complaint Miss W complains about the service received from Bank of Scotland Plc trading as Halifax when she made an application for a further advance on her mortgage.Mortgage administration

I agree that Halifax could have done more to explain what was happening in a clear, fair and not misleading way. I also agree that it overstated the application’s prospects of success.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3948377.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.