Not upheld: unauthorized change to contact details and product transfer process concerns complaint against Bank of Scotland plc trading as Halifax

Decision detail

Summary

Mr A complained to Halifax about his mortgage account after his telephone number was changed without authorization during an online product application in autumn 2024. The incorrect number remained on file for over seven months until discovered during a June 2025 product transfer application. Mr A was also concerned about being pressured to sign a product transfer form without supporting documentation. Halifax acknowledged the error and offered to correct the number, pay for CIFAS Protective Registration, and provide £150 compensation. The ombudsman found this offer fair and sufficient, noting that no information was actually sent to the incorrect number and that the mortgage adviser did not apply undue pressure regarding the form.

The Ombudsman's reasoning

The ombudsman accepted that Halifax had already acknowledged its error in changing the contact details without authorization. The key issue was whether Halifax's offer of remedy was sufficient. The ombudsman found that no actual harm occurred as Halifax did not send any information to the incorrect number during the seven-month period, as the mortgage required no contact. The CIFAS Protective Registration was deemed appropriate protection. Regarding the product transfer form, the ombudsman found the mortgage adviser provided clear explanation and did not apply undue pressure, explicitly telling Mr A he did not need to sign before receiving documentation.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website