Platform Home Loans Ltd

Financial Ombudsman decision DRN-5541966 Not upheld

Not upheldoutcome, as published by the Ombudsman

£440redress stated in the decision

Tue Jul 15deadline 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

Mortgage administration, Complaint handling

In the Ombudsman’s words

failed to ensure that when she switched to a new mortgage product in July 2023 that she wouldn’t pay the Standard Variable RateMortgage administration

Platform also conceded that Ms L had been misinformed in the phone conversation of 20 July that she would get a refund if she were charged at the SVR before the product swich came into effect.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5541966.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.