Bank of Scotland Plc

Financial Ombudsman decision DRN-3987892 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Tue Apr 11deadline 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

BOS’s offer of compensation was fair. She thought the evidence indicated that Ms M knew her mortgage was in arrears, despite the lack of contact from BOS.Treatment in financial difficulty

I understand that Ms M has longstanding and severe health problems. I was sorry to read about this, and I have kept it in mind in making my decision.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3987892.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.