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Bank of Scotland Plc
Financial Ombudsman decision DRN-5884285 Upheld
Upheldoutcome, as published by the Ombudsman
£350redress stated in the decision
Sun Aug 25deadline 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 solicitors made a mistake. The arrears on Mr G’s mortgage were cleared on the morning of the court hearing on 16 August 2023. That information didn’t reach the advocate at court, who mistakenly understood that the mortgage arrears were still outstanding. As a result the court issued an order for possession.Mortgage administration
Mr G was then put to avoidable inconvenience after BM mistakenly referred him to the Legal Ombudsman instead of to us.Complaint handling
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5884285.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.