Bank of Scotland Plc

Financial Ombudsman decision DRN3422653 Partly upheld

Partly 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, Complaint handling

In the Ombudsman’s words

Ms L complains that Bank of Scotland plc (trading as Halifax) misinformed and harassed her, and failed to adhere to agreements made with her, when she told the bank that she was experiencing financial difficulties.Treatment in financial difficulty

I also agree that Halifax should not be required to reverse default notices. However, I disagree with our adjudicator that the compensation Ms L has already received for distress and inconvenience is fair and reasonable. At a time when Ms L would have already been under stress because of her financial difficulties, that stress was unnecessarily and repeatedly made worse by misinformation provided by Halifax, and by poor customer service generally.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN3422653.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.