Tracker Mortgage Decision Reference 2021-0278

Case OutcomePartially upheld
Subject MatterTracker Mortgage
Reference2021-0278
Date19 August 2021
Conducts Complained OfLevel of contact or communications re. Arrears,Incorrect information sent to credit reference agency, Premature ceasing of arrears negotiations, Wrongful consideration of forbearance request
Finantial SectorBanking
Decision Ref:
2021-0278
Sector:
Banking
Product / Service:
Tracker Mortgage
Conduct(s) complained of:
Level of contact or communications re. Arrears
Incorrect information sent to credit reference
agency
Premature ceasing of arrears negotiations
Wrongful consideration of forbearance request
Outcome:
Partially upheld
LEGALLY BINDING DECISION
OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN
This complaint concerns the Provider’s management of the Complainants’ mortgage loans.
The Complainants’ Case
The Complainants submit that their mortgage loan is “currently subject to forbearance” and
is on an “interest only schedule” due to expire in 2021. The Complainants set out in their
submissions their application to the Provider to restructure one of their mortgages over a
twenty-year term. The Complainants submit that the Provider declined their proposal
without explaining why and issued a counter proposal in its place.
The Complainants set out the reasons for their dissatisfaction with the Provider’s counter
proposal in their submissions to this office and contend that they sought clarity from the
Provider without success. They submit that they were told by an agent of the Provider during
a call on 30 January 2020 that there may have been a misunderstanding on the part of the
underwriter and that “a reassessment would be carried out”. The Complainants submit that
they made a formal complaint to the Provider in order to avail of their “only course of
appeal”.

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