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Bank of Scotland Plc

Financial Ombudsman decision DRN4789927 Upheld

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

Mortgage administration, Service failure

In the Ombudsman’s words

Mr B complains about Bank of Scotland plc’s delays in arranging a remortgage.Mortgage administration

I consider Halifax’s error was not that the remortgage took five months – its primary error was telling Mr B that the process was straightforward and he could have funds in two to four weeks, when in fact the process was not straightforward.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN4789927.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.