Should I accept compensation or for admin error?

smalleyluke

My mortgage company have responded to my complaint by offering me £50. Should I accept it?
I hadn't had contact from my mortgage company for several years which wasn't a major concern. They were taking the money and I wasn't planning to sell or change the mortgage. When I called them I was told that they had been sending correspondence to another address and would alter to the correct one. But they managed to change it to another incorrect address!
Their internal complaints team responded to say the investigation had concluded they have provided an "unacceptable level of service" and apologised for the error.
Should I; ask for more, take the 50 quid, or refer to ombudsman?

Thrugelmir

smalleyluke wrote: »

Should I; ask for more, take the 50 quid, or refer to ombudsman?

What's your financial loss? What's the complaint you wish to take further?

Goldiegirl

The address they were sending letters to - was it your previous address or a completely random address?


When you originally moved, did you tell them your new address?


Who was living at the address they were sending post to? Was it a relative or a complete stranger ?




It was unfortunate that, once you told them that you hadn't been receiving post they made a mistake when they amended the address. £50 seems a very good level of compensation this.


But, I've asked all the above questions to try and find out if they'd done anything wrong before this.


I'm assuming you haven't suffered any financial loss, so on the face of it £50 is a decent gesture - personally I'd accept it and move on.


What sort of level of compensation do you think is appropriate?


You can't refer to the ombudsman until the complaint process is finished. But be careful, if you decline the banks offer, the ombudsman may think the level of compensation should be less!

dustywarrior

Since you didn't suffer any financial loss I would be inclined to accept the £50 and move on. Escalating this any further will just take up more of your time and is unlikely to get you anywhere due to the nature of the mistake.