Firm analysis

Kensington Mortgage Company Limited complaint analysis

A public analysis page covering published Financial Ombudsman decisions involving Kensington Mortgage Company Limited, including outcome context, product mix, complaint themes, and representative cases.

Page summary

296 published decisions involving Kensington Mortgage Company Limited, with product mix, upheld-rate context, complaint themes, precedent signals, and representative cases.

Published decisions

296

Firm-specific decision volume in the public corpus

Upheld rate

29.7%

88 upheld decisions

Latest published decision 27 Oct 2025

Published decisions

296

Firm-specific decision volume in the public corpus

Upheld rate

29.7%

88 upheld decisions

Leading product

Banking and credit

183 decisions

Leading complaint theme

Delay In Claim Handling

46 tagged decisions

Kensington Mortgage Company Limited at a glance

Kensington Mortgage Company Limited appears in 296 published decisions in this corpus. 29.7% of those decisions were upheld, which gives a public view of how often complaints involving this firm ended in a fully upheld outcome in the final published set.

Banking and credit is the firm’s clearest product exposure in the published decisions, with 183 decisions and an upheld rate of 26.2%.

  • Latest active year in the published data: 2025 (16 decisions)
  • Most common complaint theme: Delay In Claim Handling
  • Most common precedent signal: Consumer Credit Act 1974

Volume and outcome trajectory

Kensington Mortgage Company Limited's decision trail runs from 2013 to 2025. That range gives enough public history to see whether complaint exposure has been broad-based or concentrated into certain years.

In the latest year represented here, Kensington Mortgage Company Limited appeared in 16 published decisions with an upheld rate of 18.8%.

  • 2025: 16 decisions, 18.8% upheld
  • 2024: 20 decisions, 40.0% upheld
  • 2023: 22 decisions, 50.0% upheld
  • 2022: 23 decisions, 39.1% upheld
  • 2021: 20 decisions, 40.0% upheld

Themes, products, and precedent signals

Delay In Claim Handling is the strongest complaint-theme signal tied to Kensington Mortgage Company Limited in the published decisions. In this corpus, those themes are the most stable public proxy for complaint “type”.

Consumer Credit Act 1974, Disp, Mcob are the most visible precedent signals in the firm’s published decisions. That gives extra context on the rules and fairness arguments appearing most often around the firm.

  • Banking and credit: 183 decisions
  • Second complaint theme: Affordability Assessment Failure
  • Second precedent signal: Disp

Representative cases

Recent published decisions in this slice

5 examples shown

DRN-587513527 Oct 2025Not upheld

Kensington Mortgage Company Limited · Mortgages

DRN-5875135 The complaint Mr and Mrs A complain that Kensington Mortgage Company Limited sent them a letter about their mortgage in an unsealed envelope. What happened Mr and Mrs A used to have a mortgage with Kensington. They recently received a letter from Kensington about the commiss... (2 pages)

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DRN-568647415 Oct 2025Not upheld

Kensington Mortgage Company Limited · Mortgages

DRN-5686474 The complaint Mr N complains about the way Kensington Mortgage Company Limited trading as Acenden handled his mortgage account and that it failed to provide copies of key documents. Mr N asks that Acenden’s handling of the mortgage is investigated and it’s ordered to disclos... (3 pages)

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DRN-563137025 Sept 2025Not upheld

Kensington Mortgage Company Limited · Mortgages

DRN-5631370 The complaint Mr and Mrs W complain that Kensington Mortgage Company Limited wouldn’t allow them to take a different interest rate product on their mortgage when a lower rate became available before completion. What happened Mr and Mrs W were buying a new property. Through a... (2 pages)

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DRN-569175803 Sept 2025Not upheld

Kensington Mortgage Company Limited · Mortgages

DRN-5691758 The complaint Mrs B and Mr S complain that for a period in 2024 they missed making their mortgage payments on their residential property as they fell due and Kensington Mortgage Company Limited failed to notify them about the missed payments. What happened Mrs B and Mr S hav... (2 pages)

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DRN-576245819 Aug 2025Not upheld

Kensington Mortgage Company Limited · Mortgages

DRN-5762458 The complaint Mr and Mrs P complain that Kensington Mortgage Company Limited gave them incorrect information when they contacted it about taking out a new interest rate product. They ask that Kensington applies the interest rate they agreed to, or allows them to take out the... (4 pages)

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