The bank hiked mortgage repayments for almost 22,000 borrowers, 10,000 of them in Scotland, after miscalculating the amounts due, prompting more than 600 customers to complain to the ombudsman. Almost 90% of the complaints were upheld, with over 530 borrowers receiving redress from the bank.
One customer, on Shetland, has revealed that he has been compensated a second time, mistakenly included in the overall redress scheme. He wrote on social media: "Clydesdale Bank mucked up my mortgage payments three years ago. I took them to the Financial Ombudsman Service and won - they wrote off the capital shortfall."
He went on: "Guess what, though? I've got a letter from them today saying they are writing off the shortfall amount and my mortgage has been credited with the amount! They can't even correct their errors properly. How many other folk who took them to the FOS will also be told they are getting money credited to their mortgage - again! Now I've got the hassle of trying to explain to them that I can't take their money as I already got it three years ago."
A bank spokesman said: "We have agreed with the FCA that where any compensation has been paid previously this is deducted from the amount being credited to the mortgage. There are a small number of cases where previous complaints may not have been taken into account and we're contacting these customers."
The FCA said Clydesdale had wrongly balanced "commercial interests" with rules on treating customers fairly. It left many customers facing increases of more than £500 a month to their mortgage payments to ensure they could still pay off their mortgage on time.