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C I B B Financial Services LLP

Financial Ombudsman decision DRN-5017940 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, Service failure

In the Ombudsman’s words

The complaint Mr M and Mrs R complain about how C I B B Financial Services LLP (trading as Mortgage First) handled their application for an interest rate switch on their mortgage.Mortgage administration

Mortgage First ought to have access to copies of its point- of-sale documentation to review the recommendation given and the application submitted – to understand what was discussed at the time and the instruction given to B. Instead, Mr M and Mrs R have been caused several months of inconvenience in having to pursue their complaint to this extent.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5017940.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.