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Pepper (UK) Limited

Financial Ombudsman decision DRN-5142747 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, Support for vulnerable customers

In the Ombudsman’s words

Ms J complains that Pepper (UK) Limited trading as Engage Credit has treated her unfairly by sending her information relating to her mortgage in an inaccessible format.Mortgage administration

Ms J has told us she is registered blind – a condition which is considered a disability under the Equality Act 2010. Ms J has complained that Engage has failed in its duty to make reasonable adjustments under the Equality Act 2010.Support for vulnerable customers

Rules cited

Equality Act 2010, FCA Consumer Duty (PRIN 2A)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5142747.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.