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Kensington Mortgage Company Limited

Financial Ombudsman decision DRN2836164 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

Treatment in financial difficulty, Charges and fees

In the Ombudsman’s words

Kensington had a regulatory duty to treat Mr and Mrs R fairly when they went into arrears and to make reasonable efforts to reach an agreement with Mr and Mrs R as an alternative to taking possession of the property.Treatment in financial difficulty

Mr and Mrs R have complained about Kensington Mortgage Company Limited’s handling of their mortgage, in particular, the repossession of their property and fees and charges applied to their account.Charges and fees

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN2836164.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.