Bank of Scotland Plc

Financial Ombudsman decision DRN3801622 Upheld

Upheldoutcome, as published by the Ombudsman

£400redress stated in the decision

Thu Jul 28deadline 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

Payment delayed or failed, Complaint handling

In the Ombudsman’s words

Mr A complains that he made two payments into a mortgage account at the Bank of Scotland plc but the bank didn’t pay the funds into the intended account.Payment delayed or failed

Bank of Scotland initially said it had refunded both payments. But Mr A only received the September payments and that was only because his own bank had intervened.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN3801622.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.