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Kensington Mortgage Company Limited

Financial Ombudsman decision DRN1064618 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

Mr I complains that Kensington Mortgage Company Limited acted unfairly and unreasonably in not telling him he would have to pay a loading fee of an extra 1% interest when he changed his mortgage product.Mortgage administration

But I agree it wasn’t reasonable that Kensington’s staff struggled to explain why the CMP was higher than Mr I expected after he took out the new product.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN1064618.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.