Published decisions
709
Decision volume in this year-product slice
Year + product analysis
Mortgages complaints in 2020
A curated public analysis of Mortgages in 2020, combining annual and product-level signals from the published Financial Ombudsman decision corpus.
Page summary
709 published FOS decisions in Mortgages during 2020, with upheld-rate context, firm concentration, complaint themes, and representative cases.
Published decisions
709
Decision volume in this year-product slice
Upheld rate
14.4%
102 upheld decisions
Latest published decision 30 Dec 2020
Upheld rate
14.4%
102 upheld decisions
Leading firm
Bank of Scotland Plc
89 decisions
Leading complaint theme
Delay In Claim Handling
50 tagged decisions
Mortgages in 2020
709 published decisions in the corpus sit in Mortgages for 2020. 14.4% of those decisions were upheld, which makes this a strong public cross-section for understanding how one product behaved in one specific year.
Bank of Scotland Plc is the most visible firm inside this year-product slice, with 89 published decisions.
- 2020: 709 decisions, 14.4% upheld
- Leading complaint theme: Delay In Claim Handling
Firm concentration and issue profile
Bank of Scotland Plc, Barclays Bank UK PLC, Santander UK Plc, and others are the firms most often associated with Mortgages complaints in 2020. This gives a much tighter public view than the standalone year or product pages alone.
delay in claim handling, affordability assessment failure, fraud or scam concern, and others are the strongest complaint-theme signals in this year-product combination.
- Bank of Scotland Plc: 89 decisions, 10.1% upheld
- Barclays Bank UK PLC: 65 decisions, 18.5% upheld
- Santander UK Plc: 57 decisions, 14.0% upheld
- Nationwide Building Society: 54 decisions, 13.0% upheld
- HSBC UK Bank Plc: 36 decisions, 13.9% upheld
Handling implications and precedent context
The advisory layer for Mortgages points to recurring handling implications here, including review disp precedent (appears in 0.1% of cases), review consumer credit act 1974 precedent (appears in 0.1% of cases), review fsma precedent (appears in 0.1% of cases), and others.
There is no strong “what loses” signal exposed for this product at the current advisory granularity.
- Leading complaint theme: Delay In Claim Handling
Representative cases
Recent published decisions in this slice
5 examples shown
DRN-246695730 Dec 2020Not upheld
Leeds Building Society · Mortgages
DRN-2466957 The complaint Miss R is complaints about how Leeds Building Society (“Leeds”) handled her request to change her mortgage. What happened Miss R had a buy-to-let mortgage for a property she intended to let but her plans changed, and she decided to live in the property herself. Sh... (3 pages)
View source decisionDRN-206280823 Dec 2020Upheld
Oakwood Homeloans Limited · Mortgages
DRN-2062808 The complaint Mr F has complained about Oakwood Homeloans Limited. His complaint was summarised by our investigator as: 1. The contents of a Subject Access Request (SAR) was received in the post torn and damaged, as a result Mr F is concerned for his personal information. 2. As... (3 pages)
View source decisionDRN-243998723 Dec 2020Upheld
Stepping Stones Financial Planning LLP · Mortgages
DRN-2439987 The complaint Miss G and Mr K complained about the mortgage advice given to them by Stepping Stones Financial Planning LLP. They say this meant they lost money by having to pay for unsuitable re-mortgage advice, extra stamp duty and legal costs. What happened Miss G and Mr K ow... (7 pages)
View source decisionDRN-188679322 Dec 2020Upheld
Target Servicing Limited · Mortgages
DRN-1886793 The complaint This complaint is about a second charge loan Mr and Mrs W have that is secured on their property. The loan was transferred to Target Servicing Limited, trading as Coast Finance Solutions, after the original lender stopped trading. Mr and Mrs W are unhappy that Coa... (2 pages)
View source decisionDRN-207955922 Dec 2020Not upheld
HSBC UK Bank Plc · Mortgages
DRN-2079559 The complaint Mr and Mrs Z complain that their remortgage to another lender was delayed by HSBC UK Bank Plc which meant that they had to pay the higher rate on the HSBC mortgage for two months of £348.20 together with the fees of £120 to obtain their title deeds from another so... (3 pages)
View source decision