Ashok and Beatte complained that their bank had sold them an unsuitable mortgage – but the bank said it hadn’t given advice.

What happened

Ashok and Beatte complained that their bank had sold them an unsuitable mortgage – but the bank said it hadn’t given advice.

All of the mortgage documentation said that the sale was on a non-advised basis. The bank showed us a copy of the script they had used when they sold Ashok and Beatte the mortgage. We also saw a statement from the employee who’d sold it.

Putting things right

We thought it was likely that the bank had followed its process, and that Ashok and Beatte had been presented with a range of products in a neutral way. So we decided the bank had not given advice.