Repayment Mortgage Decision Reference 2024-0050

Year2024
Reference2024-0050
Date28 March 2024
Subject MatterRepayment Mortgage
Finantial SectorBanking
Conducts Complained OfFailure to process instructions,Arrears handling (non- Mortgage Arears Resolution Process ), Incorrect information sent to credit reference agency
Decision Ref:
2024-0050
Sector:
Banking
Product / Service:
Repayment Mortgage
Conduct(s) complained of:
Failure to process instructions
Incorrect information sent to credit reference
agency
Arrears handling (non- Mortgage Arears Resolution
Process )
Outcome:
Rejected
LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN
This complaint concerns the Provider’s customer service and administration of a mortgage
loan account held by the Complainants.
The Complainants’ Case
The Complainants state that they entered into a Personal Insolvency Arrangement (PIA)
with the Provider in June 2018 and an agreement was reached where, upon completion of
the PIA (in July 2019) their ‘mortgage was to be split into an active part and a warehoused
part’. The Complainants state that following completion of the PIA they were expecting
correspondence from the Provider advising on what they were required to do with their
mortgage and of their new monthly repayments, however they state that they ‘received no
correspondence from the [Provider] at all for the remainder of 2019, and well into 2020
despite repeated telephone calls from us and promises from [the Provider]’.
The Complainants state that their Personal Insolvency Practitioners (PIP) sent an email
dated 11 July 2019 with the Certificate of Completion for the PIA attached. The
Complainants submit that this was sent to the Provider’s personal insolvency department
with no return to sender message received, which they state suggests that the email was

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