Personal Loan Decision Reference 2022-0141

• Case Outcome: Rejected
• Reference: 2022-0141
• Date: 22 April 2022
• Year: 2022
• Subject Matter: Personal Loan
• Finantial Sector: Banking
• Conducts Complained Of: Incorrect information sent to credit reference agency,Dissatisfaction with customer service , Failure to implement payment terms, Opening / closing of credit facility, Refusals (banking)

Decision Ref:

2022-0141

Sector:

Banking

Product / Service:

Personal Loan

Conduct(s) complained of:

Incorrect information sent to credit reference

agency

Dissatisfaction with customer service

Refusals (banking)

Opening / closing of credit facility

Failure to implement payment terms

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

This complaint concerns mortgage loan and credit facilities extended by the Provider to the

Complainant.

The Complainant’s Case

The Complainant states that he entered a period of unemployment starting in May 2018.

He continued to make his mortgage loan payments until November 2018, when he

requested a moratorium on his mortgage loan for 3 months, as he expected his employment

position to improve after a period of time.

The Complainant states that the Provider’s branch representatives “refused to have anyone

I could sit down with and explain my situation”, and informed him that he would have to go

through a phone or online request process.

The Complainant states that he sought a three-month moratorium on his term loan, credit

card, and overdraft, and requested that they be consolidated into one loan account. The

Complainant attests that he was told by the Provider that an application could only be made

for a moratorium of six months duration, and after making the application, he was informed

on 24 December 2018 that his application was refused because future earnings could not

be proven. The Complainant states that he was given no further options by the Provider,

and he was asked to continue making any outstanding payments.