Ombudsman's legally binding decisions

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Last updated on 22 September 2025 with legally binding decisions up to the end of July 2025.

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PDFRepayment Mortgage Decision Reference 2021-0110

Sector: Banking

Product/Service: Mortgage

Primary Conduct Complained Of: Customer Service

Outcome: Partially upheld

All Conducts Complained Of: Delayed or inadequate communication, Dissatisfaction with customer service , Errors in calculations, Failure to provide accurate account/balance information

Year: 2021

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