Bank of Scotland Plc

Financial Ombudsman decision DRN-4138566 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Mon Oct 31deadline 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 complaint Mr and Mrs F complain about the service they received from Bank of Scotland plc (trading as Halifax) when enquiring about making changes to their mortgage.Mortgage administration

Mr and Mrs F say they raised their concerns with Halifax in June 2022, but their complaint wasn’t properly logged, and it wasn’t until 21 September 2022 that they received a final response to the complaint.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4138566.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.