Tracker Mortgage Decision Reference 2025-0185

• Case Outcome: Rejected
• Year: 2025
• Reference: 2025-0185
• Date: 15 December 2025
• Subject Matter: Tracker Mortgage
• Finantial Sector: Banking
• Conducts Complained Of: Failure to offer a tracker rate throughout the life of the mortgage,Delayed or inadequate communication, Failure to provide product/service information

Decision Ref:

2025-0185

Sector:

Banking

Product / Service:

Tracker Mortgage

Conduct(s) complained of:

Failure to offer a tracker rate throughout the life of

the mortgage

Delayed or inadequate communication

Failure to provide product/service information

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

Background

This complaint relates to a mortgage loan account held by the Complainants with the

Provider. The mortgage loan that is the subject of this complaint was secured on the

Complainants’ principal private residence.

The Amended Loan Offer dated 29 August 2006 provided for a loan amount of

€197,000.00 and the term of the loan was 25 years

The Complainants’ Case

The Complainants state that on 07 July 2006 they met with the Provider’s representative

and enquired “about going onto a tracker mortgage.”

The Complainants outline that the Provider’s representative told them “you don’t want

that” and, when they brought up the tracker mortgage again with the Provider’s

representative, they were told that “it doesn’t make any difference”.

The Complainants assert that the Provider “did not provide [them] with any explanations,

written or otherwise, before or after the meeting, as to the options available to [them] and