Halifax Limited

Financial Ombudsman decision DRN-4072347 Not upheld

Not upheldoutcome, as published by the Ombudsman

£300redress stated in the decision

Tue Nov 14deadline 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

The problems in this case stem from a change Halifax made when it amended Miss M’s correspondence address, and the impact that had on her ability to pass security when she called Halifax on 21 September to arrange a new mortgage interest rate.Mortgage administration

I’m satisfied its offer of £150 compensation for the initial upset, and a further £150 for not immediately being clear it would stand by the offer to honour the 21 September rates, is a fair offer in all the circumstances.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4072347.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.