Mortgages Plc

Financial Ombudsman decision DRN-2847364 Not upheld

Not upheldoutcome, as published by the Ombudsman

£25redress stated in the decision

Wed Jul 14deadline to accept (not the decision date)

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Mortgage administration, Complaint handling

In the Ombudsman’s words

Ms C’s complaint is about a mortgage account with Mortgages plc. Ms C is unhappy that a payment made to redeem the mortgage via a third party’s account was returned by Mortgages plc and was not used to pay off the mortgage.Mortgage administration

Mortgages plc has offered Ms C £25 for not responding to Mr S’s letter of complaint dated 8 June 2020 until 29 July 2020.Complaint handling

Rules cited

FCA DISP (Dispute Resolution), Financial Services and Markets Act 2000, Money Laundering Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2847364.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.