Upheld: Service failures generally complaint against Bank of Scotland plc trading as Halifax

Decision detail

Summary

Mrs L's estate complained about Halifax's poor customer service following Mrs L's death in late 2024. Halifax made multiple errors including providing incorrect account balances, incorrect probate information, and insisting on probate without discretion. Halifax initially offered £880 compensation paid directly into the husband's account without agreement, and made repeated small additional payments. The ombudsman found Halifax could have handled the matter differently and should have offered a more meaningful resolution such as funding a donation to the hospice that supported the family. The ombudsman upheld the complaint and required Halifax to pay an additional £120 (total £1,000) to enable a meaningful donation.

The Ombudsman's reasoning

The ombudsman found Halifax could and should have handled the bereavement and complaint process differently. Multiple errors occurred including incorrect account information, incorrect probate guidance, and insistence on probate without discretion. The manner of compensation payment (without agreement, in small increments) was inappropriate and ineffective. A more meaningful resolution, such as funding a donation to the hospice that supported the family, would have been far more effective and appropriate given the circumstances.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website