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information for businesses covered by the ombudsman service

This section answers a number of frequently-asked questions (FAQs) about:

handling mortgage endowment complaints

our approach to mortgage endowment complaints

where can we find out more about the ombudsman's approach to mortgage endowment complaints?

calculating redress

I need to calculate redress in a mortgage endowment case and I'm not sure how to go about it. Can you help?

windfall payments

in calculating redress for a mis-sold mortgage endowment policy, can I deduct a windfall payment that the customer has received or is due to receive?

15-year "long-stop" rule

why does the 15-year "long-stop" rule not apply to time-bar complaints to the ombudsman service?

notional past savings

what if the loss calculation shows that the consumer has made notional past savings - as a result of having made lower payments to the mis-sold endowment mortgage?