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Co-operative Bank Financial Advisers Limited

Financial Ombudsman decision DRN1589377 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

Britannia accept they made a mistake - the payment was returned and this should have been reflected on the account at the time.Mortgage administration

Britannia continued to send some letters to both addresses. This must have been very frustrating for Mr T and I agree that Britannia should compensate him.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN1589377.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.