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Northern Rock (Asset Management) plc

Financial Ombudsman decision DRN3869318 Partly 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

Charges and fees, Complaint handling

In the Ombudsman’s words

NRAM should not have charged arrears administration fees from October 2012 when an arrangement was in placeCharges and fees

I am satisfied that the letter of 27 September 2012 did record an arrangement that had not been agreedComplaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN3869318.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.