Firms › Bank of Scotland Plc ›
Bank of Scotland Plc
Financial Ombudsman decision DRN-6133718 Upheld
Upheldoutcome, as published by the Ombudsman
£730redress stated in the decision
Thu Mar 05deadline 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, Support for vulnerable customers
In the Ombudsman’s words
Mr A complains that Bank of Scotland plc unfairly declined to extend the term of his mortgage and misled him that it would extend the mortgage term if he made a lump sum payment.Mortgage administration
Bank of Scotland accepts that it made errors when communicating with Mr A. It failed to call Mr A as promised and took too long to respond to his complaint.Complaint handling
He also complains about poor service, and that Bank of Scotland didn’t provide requested documents or treat him fairly given his health problems.Support for vulnerable customers
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6133718.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.