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Bank of Scotland Plc

Financial Ombudsman decision DRN7397004 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, Complaint handling

In the Ombudsman’s words

Halifax has reconstructed Mrs and Mr A’s mortgage account to recreate the position that Mrs and Mr A would have been in if payments had been made on a repayment basis on the remaining 2003 borrowing since 2004.Mortgage administration

I consider that Halifax did not sufficiently communicate the adjustments it made to Mrs and Mr A’s mortgage account and it did not adequately explain why it felt the recalculation had been needed.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN7397004.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.