Repayment Mortgage Decision Reference 2022-0167

Case OutcomeRejected
Subject MatterRepayment Mortgage
Reference2022-0167
Date16 May 2022
Finantial SectorBanking
Conducts Complained OfWrongful consideration of forbearance request,Documents mislaid or lost, Failure to implement payment terms, Failure to process instructions
Decision Ref:
2022-0167
Sector:
Banking
Product / Service:
Repayment Mortgage
Conduct(s) complained of:
Wrongful consideration of forbearance request
Documents mislaid or lost
Failure to process instructions
Failure to implement payment terms
Outcome:
Rejected
LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN
This complaint concerns a mortgage loan held by the Complainants and the Provider’s
conduct in its dealings with that loan, prior to it being transferred to a new owner, in
December 2019.
The Complainants’ Case
The Complainants explain that they held a number of mortgage loans with the Provider all
of which were transferred to a new owner on 6 December 2019. They explain that following
the first Complainant’s retirement in 2013, all of the loans, with the exception of the loan
pertaining to this complaint, were successfully restructured with the Provider and that
repayments thereon are currently up to date. They explain that the restructure of the
mortgage loans was arranged by a third party acting on their behalf.
In addition, the Complainants explain that the mortgage loan concerned with this complaint
was one taken out by them to assist a family member with the purchase of a property. They
say that this loan was not restructured at the same time as the other loans and that instead,
it was, “put on a full cap and interest basis of approx. €250 a month”.

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