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Mortgage shortfall
For businesses / Complaints we deal with / Mortgages
Do you handle complaints about mortgage shortfalls for a lender?
Published 07/03/2019 Last updated 26/03/2025
Financial difficulties with mortgages
For businesses / Complaints we deal with / Mortgages
Do you deal with complaints from consumers in financial difficulty with their mortgage, perhaps for a financial adviser, mortgage broker or lender?
Published 09/12/2022 Last updated 26/03/2025
Mortgage interest rates
For businesses / Complaints we deal with / Mortgages
Do you deal with customer complaints about mortgage interest rates for mortgage providers, lenders, brokers, advisers or other financial businesses?
Published 01/02/2024 Last updated 26/03/2025
Consumer complains over bank's compensation offer after mistake made with mortgage agreement
Decisions and case studies / Case studies
Because of a mistake made on Reginald and his late wife's mortgage agreement, Reginald had to work in order to pay back the loan, resulting in spinal surgery. After seven years, the mistake was found and rectified, but we felt the bank hadn't properly considered the full physical, mental and financial toll on Reginald.
Published 28/03/2025 Last updated 28/03/2025
Our work with other organisations
Who we are
Who we share information, knowledge and experience with.
Published 13/02/2019 Last updated 26/03/2025
How we helped with a complaint about a cloned investment scam
Decisions and case studies / Case studies
Hovannes invested £50,000 into a bond with what he thought was a genuine business, but when he later tried to contact the business about his investment, he couldn't get hold of anyone. He contacted his bank, but was unhappy with their response. Find out what we said when he contacted us about his complaint
Published 28/03/2025 Last updated 28/03/2025
Consumer discovers a problem with his credit card provider a few years later
Decisions and case studies / Case studies
Tony took out a credit card in 2012. He experienced some financial difficulty a few years later and struggled to keep up with his repayments. He saw reports on social media about irresponsible lending and thought this might apply to him.
Published 17/01/2022 Last updated 28/03/2025
Consumer complains about the increase of her premiums in her home insurance policy
Decisions and case studies / Case studies
Jenny got in touch when she noticed her premium had increased each year on her home insurance policy after renewing it ten years ago.
Published 28/03/2025 Last updated 28/03/2025
Consumer is unhappy that her insurer has rejected a claim for boat damage because of corrosion
Decisions and case studies / Case studies
Hazel complained to us when her insurer declined a claim to repair her damaged boat. Her insurer said her policy excluded loss or damage caused by corrosion or wear and tear.
Published 28/03/2025 Last updated 28/03/2025
Customer unaware of interest owed on loan against future value of policy
Decisions and case studies / Case studies
When a policyholder came to us to complain, we weighed up the evidence carefully to make a fair, impartial decision.
Published 28/03/2025 Last updated 28/03/2025
