Bank of Scotland Plc

Financial Ombudsman decision DRN6013374 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Sat May 25deadline 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, Complaint handling

In the Ombudsman’s words

Miss A is particularly dissatisfied with how BOS has handled a payment arrangement on the account and more generally dissatisfied with how it’s treated her in respect of her wider financial difficulties.Treatment in financial difficulty

Miss A raised her complaint on 30 April 2018 following a conversation in which a member of BOS staff told Miss A that no payment arrangement was in place on the mortgage.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN6013374.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.