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Bank of Scotland Plc

Financial Ombudsman decision DRN9073315 Partly 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

Charges and fees, Mortgage administration

In the Ombudsman’s words

Halifax has said that it has refunded three arrears fees, which were charged to the account in 2013. Having reviewed the statements, I find that four were charged in total, at a time that Mr and Mrs E were making regular weekly repayments. I therefore consider that Halifax should refund a further £35.Charges and fees

Halifax accepts that would have made more sense if it had provided a clear explanation about why the repayments had increased far sooner than it did. It also agrees that it has not handled Mr and Mrs E’s complaint satisfactorily. To add to this, I find that it provided incorrect information about the amount of arrears.Mortgage administration

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN9073315.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.