Repayment Mortgage Decision Reference 2025-0226

• Case Outcome: Substantially upheld
• Year: 2025
• Reference: 2025-0226
• Date: 24 December 2025
• Subject Matter: Repayment Mortgage
• Finantial Sector: Banking
• Conducts Complained Of: Maladministration (mortgage),Arrears handling (non- Mortgage Arears Resolution Process ), Delayed or inadequate communication, Settlement amount (mortgage)

Decision Ref:

2025-0226

Sector:

Banking

Product / Service:

Repayment Mortgage

Conduct(s) complained of:

Maladministration (mortgage)

Delayed or inadequate communication

Arrears handling (non- Mortgage Arears Resolution

Process)

Settlement amount (mortgage)

Outcome:

Substantially Upheld

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

This complaint concerns the Provider’s management of the Complainants’ loans.

The Complainants’ Case

The Complainants had residential loans and a commercial loan with the Provider. The

Complainants submit that following the full discharge of their residential loans, on 20

December 2016, the Provider, through “wilful neglect”, failed to amend its records to

reflect those circumstances. The Complainants submit that they continued to receive

correspondence regarding arrears relating to those loans up to September 2018. They

submit that they brought this error to the Provider’s attention but that no action was

taken.

The Complainants further complain that a Receiver was appointed in 2015 but that the

Provider failed to remove the Receiver “when the indebtedness was cleared” and that in

the period after the Complainants were “unable to get access to the management

company, access to the Property, had to change the locks which were changed… lost rent”.