Repayment Mortgage Decision Reference 2020-0205

• Jurisdiction: Ireland
• Case Outcome: Substantially upheld
• Reference: 2020-0205
• Year: 2020
• Date: 29 June 2020
• Subject Matter: Repayment Mortgage
• Conducts Complained Of: Refusal to transfer mortgage into sole or joint names,Complaint handling (Consumer Protection Code) , Delayed or inadequate communication, Dissatisfaction with customer service , Refusal to grant mortgage
• Finantial Sector: Banking

Decision Ref:

2020-0205

Sector:

Banking

Product / Service:

Repayment Mortgage

Conduct(s) complained of:

Refusal to transfer mortgage into sole or joint

names

Delayed or inadequate communication

Complaint handling (Consumer Protection Code)

Dissatisfaction with customer service

Refusal to grant mortgage

Outcome:

Substantially upheld

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

This complaint concerns a joint mortgage loan account held by the Complainants. The First

Complainant and the Second Complainant were in a relationship at the time they initially

entered into the joint mortgage loan account. The relationship between the Complainants

broke down. As a result, the First Complainant, with the consent of the Second Complainant,

sought to have the Second Complainant removed from the mortgage loan account and to

have the entirety of the mortgage loan account transferred into the First Complainant’s sole

name.

The mortgage loan was held on a tracker interest rate.

The Complainants’ Case

The Complainants took out a mortgage loan account with the Provider on 30 April 2007.

The First Complainant submits that on 7 June 2016, during a telephone call with a

representative of the Provider, he was told that in general the Provider was agreeable to

having “someone removed off the tracker without it affecting the remaining borrower” and

the timeline to complete the process would be 6-8 weeks.