Bank of Scotland Plc

Financial Ombudsman decision DRN1208655 Upheld

Upheldoutcome, as published by the Ombudsman

£16,000redress stated in the decision

Wed Dec 30deadline 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, Service failure

In the Ombudsman’s words

Ms H complains that Bank of Scotland plc, trading as Halifax, hasn’t made any attempt to come to an arrangement which would allow her to get her mortgage payments up to date and avoid losing her home.Treatment in financial difficulty

I was particularly concerned by its rigid adherence to internal procedures which it appeared to use as a means of obstructing Ms H’s request to come to a sensible arrangement regarding the management of her mortgage.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN1208655.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.