Capital Home Loans Limited

Financial Ombudsman decision DRN-4690604 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Tue Apr 16deadline 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

Identity checks and access, Service failure

In the Ombudsman’s words

The agent’s notes say that a security check wasn’t completedIdentity checks and access

Mr and Mrs G complain that Capital Home Loans Limited (CHL) provided poor customer service when they made an enquiry about their mortgage.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4690604.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.