We receive complaints from consumers about a range of mortgage related issues. On this page you can find information about how we deal with these complaints.
This page contains information about our general approach to complaints about mortgages. If you’re looking for information specifically in relation to Covid-19, please look at our dedicated page that contains information for businesses about complaints in relation to Covid-19.
Our general approach to mortgage complaints
We listen impartially to both the customer and the business. We look at the facts and circumstances of the individual complaint to help decide what's fair and reasonable in each case.
We take into account relevant laws, rules, regulations and codes of practice including - where appropriate - those that were in place when the mortgage was taken out. Among other things, we look at whether:
- the business and customer have tried to reach a solution
- a mortgage was suitable for the customer at the time it was taken out
- any advice was given at the time – and whether this was clear
- the borrower’s circumstances have changed, and how this has been handled.
Business support and engagement
As well as resolving disputes, we also work with businesses to help prevent complaints. Our work gives us an insight into how complaints arise and how they might be avoided in the future. Find out more about the ways we share our knowledge and experience.
Businesses and consumer advisers can contact our technical desk for general information on how the ombudsman might look at a particular complaint, or for guidance on our rules and how we work.