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Coventry Building Society

Financial Ombudsman decision DRN4358979 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

Mortgage administration, Service failure

In the Ombudsman’s words

Mr and Mrs S complain that they were required to pay the early repayment charge (“ERC”) on a mortgage they’d taken out with Coventry Building Society (“Coventry”), after Coventry provided Mrs S with a verbal assurance that the ERC would be waived in her circumstances.Mortgage administration

Mr and Mrs S complained to Coventry about the service they’d received and the costs they’d incurred as a result of the mis-information Mrs S had been given.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN4358979.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.