UK Mortgage Lending Ltd

Financial Ombudsman decision DRN-6082092 Not upheld

Not upheldoutcome, as published by the Ombudsman

£1,000redress stated in the decision

Wed Apr 01deadline 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

Mr C complains about the way that UK Mortgage Lending Ltd trading as Pepper Money has administered his mortgage.Mortgage administration

Did not handle his complaint fairly – it refused to give him all call recordings, only partially upheld his complaint and offered £200 compensation, wiped information from its secure messaging system, ignored his emails and has stopped responding to him.Complaint handling

Rules cited

Equality Act 2010, FCA CONC (Consumer Credit sourcebook), UK GDPR / Data Protection Act 2018

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6082092.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.