Bank of Scotland Plc

Financial Ombudsman decision DRN5918379 Not upheld

Not upheldoutcome, as published by the Ombudsman

£50redress stated in the decision

Mon Jun 06deadline 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

set up a sub account on their mortgage without their permission and failed to tell them about the implications of taking a payment holidayMortgage administration

I think the way the bank responded to their concerns only confused and upset Mrs A and Mr W further.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN5918379.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.