Carys complained that her bank had sold her an unsuitable mortgage – but the bank said it didn’t give Cary advice.

What happened

Carys complained that her bank had sold her an unsuitable mortgage – but the bank said it didn’t give Cary advice.

The bank sent us a copy of the script they said they’d used – but it wasn’t relevant to Carys’s type of mortgage. Other evidence we saw suggested that Carys was only given details of one mortgage product. 

Our decision

In the circumstances, we decided that the bank had not given Carys advice.