Bank of Scotland Plc

Financial Ombudsman decision DRN-6382595 Not upheld

Not upheldoutcome, as published by the Ombudsman

£300,000redress stated in the decision

Wed Jun 24deadline 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 B complain that Bank of Scotland plc (BOS) has overcharged them on their mortgage, because it has added interest to mortgage arrears which are higher than they should be.Mortgage administration

While it knew about their situation and vulnerability, that’s more than I would expect it to have done, acting reasonably.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6382595.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.