Bank of Scotland Plc

Financial Ombudsman decision DRN1311420 Upheld

Upheldoutcome, as published by the Ombudsman

£328redress stated in the decision

Fri Mar 13deadline 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, Service failure

In the Ombudsman’s words

Ms B complains that, following the redemption of her mortgage with Bank of Scotland plc, trading as Birmingham Midshires, she received a statement setting out that 11 additional payments were required.Mortgage administration

I consider that the bank did make an error in this case in sending the statement about which Ms B complained. That statement was thoroughly confusing.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN1311420.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.