Bank of Scotland Plc

Financial Ombudsman decision DRN5432352 Not upheld

Not upheldoutcome, as published by the Ombudsman

£50redress 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, Charges and fees

In the Ombudsman’s words

Did not tell her that it had instructed third parties to recover the arrears on her mortgageTreatment in financial difficulty

It was unfair to apply arrears management fees in months where Miss A had made the full contractual paymentCharges and fees

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN5432352.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.