Ombudsman's legally binding decisions

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Last updated on 21 May 2026 with legally binding decisions up to the end of of March 2026.

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PDFTracker Mortgage Decision Reference 2021-0012

Sector: Banking

Product/Service: Mortgage

Primary Conduct Complained Of: Maladministration

Outcome: Partially upheld

All Conducts Complained Of: Maladministration (mortgage), Arrears handling - Mortgage Arears Resolution Process , Complaint handling (Consumer Protection Code) , Dissatisfaction with customer service , Premature ceasing of arrears negotiations

Year: 2021

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