Issues ›
Mortgage administration
Mortgage servicing: statements, product transfers, term changes, redemption.
14,665banking decisions on this issue
28.3%upheld where an outcome is recorded
40firms with 20+ decisions here
Rules the ombudsman applied
Derived from the rules actually cited in these decisions, ranked by how often they appear — not from an editorial view of which rules matter.
FCA DISP (Dispute Resolution) · cited in 204
How firms must handle complaints and how the Ombudsman decides them.
Consumer Credit Act 1974 · cited in 131
Consumer credit rights, including Section 75 joint liability for card purchases.
FCA Consumer Duty (PRIN 2A) · cited in 125
Requires firms to deliver good outcomes for retail customers.
Equality Act 2010 · cited in 84
Duties toward customers with protected characteristics, including reasonable adjustments.
Financial Services and Markets Act 2000 · cited in 62
The statute that creates the FCA and the Financial Ombudsman Service.
UK GDPR / Data Protection Act 2018 · cited in 33
Personal-data duties, including accuracy of records shared with credit reference agencies.
Which firms lose on this
Firms with fewer than 20 decisions on this issue are excluded — the rate would not mean anything.
In the ombudsman’s words
has failed to credit to their mortgage account lump sum overpayments (LSOs)
Mr G complains that the bank delayed the redemption of his mortgage by carrying out unnecessary checks under its anti-money laundering policy.
arranged a mortgage that was unsuitable for their needs in that it was provided for a residential purpose for which there was no consent
would not allow them to transfer their equity release mortgage to their new home
Quotes are shown only where the exact wording was verified against the decision text.