Repayment Mortgage Decision Reference 2022-0171

Case OutcomePartially upheld
Subject MatterRepayment Mortgage
Reference2022-0171
Date20 May 2022
Finantial SectorBanking
Conducts Complained OfDissatisfaction with customer service ,Delayed or inadequate communication, Level of contact or communications re. Arrears
Decision Ref:
2022-0171
Sector:
Banking
Product / Service:
Repayment Mortgage
Conduct(s) complained of:
Dissatisfaction with customer service
Delayed or inadequate communication
Level of contact or communications re. Arrears
Outcome:
Partially upheld
LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN
The complaint concerns the Provider’s communication with the Complainants.
The Complainants’ Case
The first Complainant contends that she and her partner sold a property in 2002, and that
the Provider contacted the Complainants by telephone in November 2014 “to discuss
payments in relation to this mortgage account”.
The Complainants submit that they advised the Provider that they were “pure sick of the
numerous phone calls” they received in relation to the associated mortgage loan.
The Complainants state they were subsequently told by an agent of the Provider that “he
had dealt with this problem”.
At the time of making this complaint the Complainants said that they wrote to the Provider
“but to date… had not received [a] definite response”.

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