Wendy’s lender carried out the wrong survey on her new house and failed to inform her, leading to missed repair issues.
What happened
Wendy paid for a HomeBuyer Report, but the examiner carried out a basic valuation instead of a more comprehensive check.
Although it realised the error, the bank failed to tell Wendy. The house had issues that would have been found immediately if the right report had been done.
What we said
The bank accepted that it carried out the wrong type of survey and didn’t tell Wendy about the mistake.
The correct report could have had an impact on the price of the house. We agreed that Wendy would have been able to get a small reduction in the purchase price to reflect the work that the house needed. So, we upheld Wendy’s complaint.
To put things right, we said it would be fair for the bank to pay for the cost of some of the necessary repairs. We also told the bank to pay Wendy for distress and inconvenience.