These illustrative stories are based broadly on real-life cases, but are not precedents. Individual cases are decided on their own facts.
I was fed up with my building society. I’d lost out because of their mistakes on my mortgage. Complaining to them got me nowhere. I even put it in writing but nothing changed. I didn’t know what to expect from the ombudsman service but my wife said it was worth giving them a call.
The woman on the phone asked me lots of questions. She said it looked as if it was something they could help with. They’d need all the paperwork – my letters and statements – to see what was what. And there was a form to fill in – but she did most of that for me from what I told her over the phone.
She said they’d look at my papers and then talk to the building society – get their side of the story. It was a while then before someone else from the ombudsman service got back to me. He told me what my building society had said. I didn’t agree with it all. But when the man from the ombudsman explained it, I could see that some of the mix-up with my mortgage was down to me. It wasn’t all the building society’s fault. Anyway the ombudsman service sorted it and the building society put everything right. It even made a small payment for all the trouble I’d been caused.