Halifax Limited

Financial Ombudsman decision DRN8422449 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Mon Oct 30deadline 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, Mortgage administration

In the Ombudsman’s words

Miss W has a Halifax mortgage. She says she was in financial difficulties so was often on the phone to Halifax’s specialist care team. In October 2017 she told Halifax that she’d pay the full monthly amount plus £20 extra. Halifax agreed and said she should keep doing that until she was back on top.Treatment in financial difficulty

Miss W complains that she agreed a payment arrangement on her mortgage with Bank of Scotland plc trading as Halifax, but the specialist care team she was dealing with didn’t tell her that her mortgage was going up because her fixed rate was about to end, so the amount would changeMortgage administration

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN8422449.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.