Pure Retirement Limited

Financial Ombudsman decision DRN-5387779 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

£250redress stated in the decision

Wed Apr 09deadline 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

Product mis-sold, Service failure

In the Ombudsman’s words

she believes that Pure has tried to change the terms of the mortgage, or that she was misled when it was soldProduct mis-sold

it was simply a case of Pure not listening to what Ms F was saying initially and it failing to address her concern about the OCF effectivelyService failure

Rules cited

Financial Services and Markets Act 2000

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5387779.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.