Bank of Scotland Plc

Financial Ombudsman decision DRN-5363229 Upheld

Upheldoutcome, as published by the Ombudsman

£650redress stated in the decision

Fri Aug 04deadline 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

Mrs B complains that Bank of Scotland, trading as Halifax (“Halifax”) gave her incorrect information about how the Mortgage Charter could help her manage her mortgage.Mortgage administration

Overall, while I think Halifax could have done more to explain the Charter to Mrs B, I don’t think it’s fair to say that it should reimburse her for the losses she says she incurred from not taking a lodger in 2023.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5363229.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.