Bank of Scotland Plc

Financial Ombudsman decision DRN-6069933 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Tue Feb 17deadline 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

Treatment in financial difficulty, Support for vulnerable customers

In the Ombudsman’s words

Mr B and Mrs R complain about how their mortgage lender, Bank of Scotland plc trading as Halifax, treated them when they experienced financial difficulty with their mortgage.Treatment in financial difficulty

Halifax also has an obligation to offer reasonable adjustments to customers with a disability, and to treat customers with vulnerabilities fairly.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6069933.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.