Repayment Mortgage Decision Reference 2021-0365

• Case Outcome: Rejected
• Subject Matter: Repayment Mortgage
• Reference: 2021-0365
• Date: 12 October 2021
• Conducts Complained Of: Arrears 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 Sector: Banking

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