Repayment Mortgage Decision Reference 2025-0212

• Case Outcome: Rejected
• Year: 2025
• Reference: 2025-0212
• Date: 22 December 2025
• Subject Matter: Repayment Mortgage
• Finantial Sector: Banking
• Conducts Complained Of: Selling mortgage to t/p provider ,Wrongful consideration of forbearance request

Decision Ref:

2025-0212

Sector:

Banking

Product / Service:

Repayment Mortgage

Conduct(s) complained of:

Selling mortgage to t/p provider

Wrongful consideration of forbearance request

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

The Complainant held a residential mortgage with a bank (the “Provider”).

By letter dated 15 January 2016 the Complainant appointed a financial advisor to engage

with the Provider (the “Complainant’s Financial Representative”).

The Complainant’s Case

The Complainant incepted a loan for renovations / extension to his private dwelling home

with the Provider in November 2002. The Complainant submits that he had a number of

loans from the Provider which were “business related and personal, and as a result of the

collapse of my family business, due to the impact of the recession” he was “unable to

service the borrowings.”

The Complainant says that he engaged with the Provider in an effort to find a resolution

including the submission of a number of settlement proposals, the last of which was

submitted in March 2019. The Complainant says that in that proposal he agreed to the

voluntary disposal of various business assets and that he “sought a 12-month Alternative