GE Money Home Finance Limited

Financial Ombudsman decision DRN4157960 Upheld

Upheldoutcome, as published by the Ombudsman

£2,000redress stated in the decision

Mon Jan 18deadline 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

Treatment in financial difficulty, Service failure

In the Ombudsman’s words

The Mortgages and Home Finance Conduct of Business sourcebook – MCOB - rules section 13.3 offers many examples of how a business should put in place and implement policies to protect consumers in arrears or mortgage difficulties.Treatment in financial difficulty

GE Money, in contrast, appears to have taken a very rigid and unsympathetic approach to Mr and Mrs E’s deteriorating circumstances.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN4157960.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.