Bank of Scotland Plc

Financial Ombudsman decision DRN2023293 Not upheld

Not upheldoutcome, as published by the Ombudsman

£300redress stated in the decision

—deadline 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

This complaint is about a mortgage, and the actions taken by Bank of Scotland plc trading as Halifax to pursue Ms K for arrears that have accrued over a sustained period.Treatment in financial difficulty

Halifax does have a duty to treat customers facing financial hardship fairly, and in all the circumstances, it would be difficult for me to conclude that it is not done so in Ms K’s case.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN2023293.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.