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Northern Rock (Asset Management) plc
Financial Ombudsman decision DRN2280459 Upheld
Upheldoutcome, as published by the Ombudsman
£350redress stated in the decision
—deadline 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
did not tell them that it had waived the early repayment charge (ERC) on their mortgageMortgage administration
NRAM did not properly investigate Mr and Mrs A’s complaint to begin with and its final response was misleadingComplaint handling
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN2280459.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.