Bank of Scotland Plc

Financial Ombudsman decision DRN9079023 Upheld

Upheldoutcome, as published by the Ombudsman

£200redress stated in the decision

Sun Sep 16deadline 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, Support for vulnerable customers

In the Ombudsman’s words

Halifax found that the person he spoke to on 31 May hadn’t processed the payment properly. So it had been taken from Mr J’s bank account, but not credited to the mortgage.Mortgage administration

He explained the impact the error had on him because of his particular health conditions.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN9079023.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.