Bank of Scotland Plc

Financial Ombudsman decision DRN3035682 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

£611redress stated in the decision

Mon Jul 20deadline 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

treated them unfairly. In particular, they say that in January 2014 an agreement to pay (ATP) £500 per month, for six months, was made during a field agent’s visit to discuss the arrears on their mortgage.Treatment in financial difficulty

I agree that Mr and Mrs B should be compensated for the poor service and misleading information they received from the field agent Birmingham Midshires instructed and for it failure to consider the report before instructing legal action.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN3035682.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.