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Gresham Insurance Company Limited

Financial Ombudsman decision DRN-4478891 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

Mortgage administration, Complaint handling

In the Ombudsman’s words

The essence of Mrs and Mr B’s complaint is that Aviva reduced the amount of the ported lending by around £18,000 on the day they completed.Mortgage administration

Aviva upheld the complaint because it had missed two opportunities to warn Mrs and Mr B’s mortgage broker of the policy change before they exchanged contracts and the offer was issued.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4478891.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.