Bank of Scotland Plc

Financial Ombudsman decision DRN-5837375 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Tue Nov 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, Support for vulnerable customers

In the Ombudsman’s words

Mr and Mrs H complain that Bank of Scotland plc trading as Birmingham Midshires (BM) should’ve extended their mortgages following a final decision by our ServiceMortgage administration

it was inappropriate for BM to instruct a field agent visit in 2024 in spite of their perfect payment record and vulnerabilitySupport for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5837375.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.