Halifax Limited

Financial Ombudsman decision DRN0079670 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Mon Nov 07deadline 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, Charges and fees

In the Ombudsman’s words

Ms E complains about the way that Bank of Scotland plc (trading as Halifax) has handled her mortgage account since she started having money problems.Treatment in financial difficulty

Halifax said it had an obligation in these circumstances to try and speak directly to Ms E to see what could be done to help her situation. Its system is automatically set up to call Ms E frequently. And it has been writing to her regularly so she’s made aware of what could happen if there’s no agreed arrangement in place and she’s not paying her mortgage.Charges and fees

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN0079670.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.