Topaz Finance Limited

Financial Ombudsman decision DRN-4186619 Upheld

Upheldoutcome, as published by the Ombudsman

£250redress stated in the decision

Fri Aug 18deadline 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, Service failure

In the Ombudsman’s words

Ms G complains that when she enquired from Topaz Finance Limited trading as Rosolite Mortgages about a payment holiday, she wasn’t called back as had been promised.Mortgage administration

If the call back didn’t come, that’s certainly a service failure but Ms G could have tried herself to make contact with the payment holiday team looking an answer to her query before making the overpayment.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4186619.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.