Bank of Scotland Plc

Financial Ombudsman decision DRN2571947 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

—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

Miss and Mrs K, who are in long-term financial difficulties, complain that Halifax will not help them, either by renewing an interest-only arrangement or by removing Mrs K’s name from the mortgage to allow a term extension.Treatment in financial difficulty

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

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN2571947.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.