All FAQs

People contact us with a range of complaints about mortgages - whether an IT error means they've been repaying the wrong amount, or they haven't been able to 'port' (transfer) their mortgage to a new property.

When we look into complaints about mortgages we consider what's gone wrong and why - for example, if the lender incorrectly calculated the mortgage repayments.

If we decide something's gone wrong, we'll also consider whether someone's lost out as a result - and what the business needs to do to put things right. This could mean covering all or part of the 'shortfall' someone's been left with if they haven't been paying enough to cover the mortgage capital.

There's more information about our approach to mortgage complaints on this website - and you can find case studies in our newsletter, Ombudsman News

And if you've got any other questions, get in touch.