Ombudsman's legally binding decisions

Filter our database

Last updated on 25 June 2025 with legally binding decisions up to the end of December 2024.

To narrow your search, you may also wish to select from the following:

 

Or search the database by decision reference number, if known:


 

PDFRepayment Mortgage Decision Reference 2021-0172

Sector: Banking

Product/Service: Mortgage

Primary Conduct Complained Of: Maladministration

Outcome: Substantially upheld

All Conducts Complained Of: Failure to process instructions, Complaint handling (Consumer Protection Code) , Dissatisfaction with customer service , Failure to process instructions in a timely manner, Maladministration (mortgage)

Year: 2021

View Document