Mortgages Plc

Financial Ombudsman decision DRN-6320109 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Fri May 29deadline 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

Treatment in financial difficulty, Charges and fees, Interest and rates, Support for vulnerable customers, Data and privacy

In the Ombudsman’s words

Support MP has provided since January 2022 whilst Mr J has been in financial difficultyTreatment in financial difficulty

MP has applied arrears fees which are unclear and unlawfulCharges and fees

The interest rate on Mr J’s mortgage since June 2024Interest and rates

Reasonable adjustments aren’t being made for Mr J’s vulnerabilitiesSupport for vulnerable customers

MP breached data protection regulations by contacting Mr J’s estate agent, despite him not giving it permission to do soData and privacy

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6320109.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.