Mortgages

Mis-sold interest-only mortgage; Mortgage prisoner - trapped on SVR; Premature repossession - forbearance not exhausted (MCOB 13); Broker fee not disclosed; Tracker rate - floor clause dispute

Mandatory ADR

Max award: £445,000 (from 1 Apr 2025)

8 weeks firm; FOS 6 months; FSCS - no limit for valid claim

Uphold rate: 34% (FOS 2024/25)

Key Legislation

FCA Mortgages and Home Finance Conduct of Business (MCOB); FCA PS19/27 (modified affordability assessment) — MCOB 11 (responsible lending); MCOB 4.4; FSMA 2000 s.138D; MCOB 11; FCA PS19/27; FCA ESG/MCOB modified rules

Complaint Route: Financial Ombudsman Service

Type: Ombudsman (binding on firm)

Max award: £445,000

Uphold rate: 34%

Average resolution: 180 days

Pre-conditions: Complain to firm first; firm has 8 weeks to resolve; then refer to FOS within 6 months of final response

Visit FOS website

Companies in This Sector

Lloyds/Halifax (FCA 169628)Nationwide (FCA 106078)BarclaysNatWestHSBC

Annual complaint volume: 305,726 (FOS 2024/25 total)

Note: Compensation range: Capital repayment shortfall + D&I; or restoration of position

Start Your Complaint

Get AI-powered guidance tailored to mortgages disputes, with the right legislation and escalation path.

Regulator

Financial Conduct Authority (FCA)

Website

Coverage

Tier 1 — Financial (FOS expertise)