Mortgages

We listen impartially to both the customer and the business. We look at the facts and circumstances of the individual complaint to help decide what's fair and reasonable in each case.

We take into account relevant laws, rules, regulations and codes of practice including – where appropriate – those that were in place when the mortgage was taken out. Among other things, we look at whether:

• the business and customer have tried to reach a solution
• a mortgage was suitable for the customer at the time it was taken out
• any advice was given at the time – and whether this was clear
• the borrower’s circumstances have changed, and how this has been handled.

• How we resolve complaints
• Before we get involved
• Time limits for businesses
• What to send us when we're dealing with a complaint about your firm
• Look at our complaints data

Businesses and consumer advisers can contact our Business Support Hub for information on how the we might look at a complaint, or for guidance on our rules and how we work. We also work with businesses and other organisations to help prevent complaints.