Firms › Northern Rock (Asset Management) plc ›

Northern Rock (Asset Management) plc

Financial Ombudsman decision DRN0655334 Not 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, Service failure

In the Ombudsman’s words

When NRAM calculated the redemption figure, it took into account the direct debit payment due at the beginning of April 2012. But the direct debit was returned and NRAM did not identify this until around four months laterMortgage administration

I consider NRAM did not provide a good enough level of service. It should have contacted Mr and Mrs Q when it credited their account; and it should reasonably have realised the direct debit had been returned earlier than it did.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN0655334.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.