Bank of Scotland Plc

Financial Ombudsman decision DRN5397201 Upheld

Upheldoutcome, as published by the Ombudsman

—no sum stated

Sat Apr 07deadline 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

Mortgage administration, Complaint handling

In the Ombudsman’s words

Mrs F complains that Bank of Scotland plc won’t honour an agreement to capitalise her mortgage arrears and won’t make a decision on her request for a lower interest rate product.Mortgage administration

Mrs F didn’t feel her complaint had been handled well. She’d had to chase BoS a number of times and had been promised contact which never came.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN5397201.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.