Acenden Limited

Financial Ombudsman decision DRN5224941 Upheld

Upheldoutcome, as published by the Ombudsman

£300redress stated in the decision

Mon Apr 08deadline 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, Charges and fees

In the Ombudsman’s words

The regulator’s rules require businesses to act fairly to those in financial difficulty.Treatment in financial difficulty

remove any legal fees that have been added to the mortgage account.Charges and fees

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN5224941.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.