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Kensington Mortgage Company Limited

Financial Ombudsman decision DRN8001076 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, Complaint handling

In the Ombudsman’s words

Kensington Mortgage Company Limited haven’t clearly explained the changes they made to their secured loan account in 2018, after Kensington told them there were some errors in the way they’d administered the account.Mortgage administration

I do agree that Kensington should have explained what had happened more clearly to Mr J and Mrs J, as it took multiple phone calls and a response to their complaint to get an accurate explanation of the refund they’d made, and the reasons why.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN8001076.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.