Mortgages

We look at complaints from consumers, including small businesses and charities, about mortgage lending, advice and broking.

If a complaint doesn’t fall under our jurisdiction, we’ll tell the consumer about other organisations that might be able to help them.

When investigating a complaint, we'll look at the facts and evidence from both you and your customer and consider any:

• relevant laws and regulations
• regulators’ rules in place when the event happened
• guidance, standards and codes of practice in place at the time of the event

We'll also look at whether:

• you and your customer have tried to reach a solution
• the mortgage was suitable for the customer at the time it was taken out, if that’s appropriate to the case
• where appropriate, any advice that was given at the time – and whether it was clear
• you’ve managed the mortgage appropriately, provided good customer service and dealt with any further applications in the proper way
• the borrower’s circumstances have changed and, if so, how you’ve handled this – including how you’ve managed any financial difficulty

We follow the FCA’s dispute resolution rules (DISP). We’ll also look at how you’ve tried to put things right.

Every case is unique and we assess each one according to its own merits. If we uphold a complaint, we’ll ask you to put the consumer back in the position they'd have been in if the error hadn't happened – as far as possible.

This could be by paying financial compensation, or requiring you to make a change to the mortgage. We might also make an award for any distress and inconvenience caused.

To find out how we approach mortgage complaints about a specific type of mortgage product or service, select the relevant page link below.

• 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.