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Kensington Mortgage Company Limited

Financial Ombudsman decision DRN-5138469 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

Mortgage administration, Service failure

In the Ombudsman’s words

Mr and Mrs G complain that Kensington Mortgage Company Limited hasn’t applied overpayments to their mortgage correctly.Mortgage administration

I am persuaded Kensington has provided Mr and Mrs G with poor customer service over the years and has failed to engage with their requests for help.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5138469.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.