NRAM Limited

Financial Ombudsman decision DRN1881645 Upheld

Upheldoutcome, as published by the Ombudsman

£400redress stated in the decision

Thu Dec 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

wrongly refused them a payment holiday on their mortgageMortgage administration

NRAM told them they couldn’t have a payment holiday because of a late payment earlier on. It later recognised that the late payment had been down to a mistake and apologised for its error.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN1881645.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.