Repayment Mortgage Decision Reference 2021-0365

Case OutcomeRejected
Reference2021-0365
Date12 October 2021
Year2021
Subject MatterRepayment Mortgage
Conducts Complained OfArrears handling -Mortgage Arears Resolution Process ,Complaint handling (Consumer Protection Code) , Delayed or inadequate communication, Dissatisfaction with customer service , Failure to process instructions, Failure to process instructions in a ti
Finantial SectorBanking
Decision Ref:
2021-0365
Sector:
Banking
Product / Service:
Repayment Mortgage
Conduct(s) complained of:
Arrears handling - Mortgage Arears Resolution
Process
Delayed or inadequate communication
Level of contact or communications re. Arrears
Complaint handling (Consumer Protection Code)
Dissatisfaction with customer service
Failure to provide correct information
Failure to process instructions in a timely manner
Failure to process instructions
Maladministration (mortgage)
Wrongful consideration of forbearance request
Outcome:
Rejected
LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN
This complaint concerns a mortgage account.
The Complainants’ Case
The Complainants submit that one of the joint holders, of their mortgage account, “was on
long term sick [leave]and was “due back to work in January 2019 but would not receive a
full paycheck until February 2019”.
The Complainants advise that on the 3 September 2018 they contacted the Provider to
request an Interest Only Repayment Arrangement on their mortgage account for four
months, from October 2018 to January 2019.
The Complainants submit that they were advised by the Provider that “a telephone call
would take place [on 27 September] between [the Complainants and the Provider] where
[the Complainants] would detail all [of their] financial information”. The Complainants state
that they asked the Provider whether there would be enough time to put the Interest Only
Repayment Arrangement in place and it advised them “not to worry about it as they could

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