Bank of Scotland Plc

Financial Ombudsman decision DRN-6370467 Not upheld

Not upheldoutcome, as published by the Ombudsman

£1,641redress stated in the decision

Fri Nov 18deadline 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

failed to treat her fairly in connection with arrears on her mortgage, and that they allowed the arrears to escalate instead of offering meaningful support.Treatment in financial difficulty

It knew she was vulnerable, it had reasonable concerns about her wellbeingSupport for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6370467.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.