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Kensington Mortgage Company Limited

Financial Ombudsman decision DRN-3112556 Partly upheld

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

Charges and fees, Support for vulnerable customers

In the Ombudsman’s words

Kensington should refund all arrears fees it has applied since September 2013.Charges and fees

Kensington had not properly taken account of her vulnerability.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3112556.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.