Mortgage Express
Financial Ombudsman decision DRN7425063 Not upheld
Not upheldoutcome, as published by the Ombudsman
£250redress stated in the decision
Mon Aug 14deadline 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
Miss W and Mr R complain that Mortgage Express increased their monthly payments without warning although it was aware that they were suffering from financial difficulties.Treatment in financial difficulty
Standard industry practice is that fees and charges that have accumulated due to arrears should be paid after the arrears themselves have been paid off.Charges and fees
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN7425063.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.