Bank complaint mortgage

Dozsa404

I switched mortgage provider in August after being on a 2 year fixed term. My old mortgage provider has continued to charge me and therefore I have been paying two mortgage providers every month. I have complained to the old mortgage provider on four occasions, they have admitted that they have been sent the funds to close the account but have not processed the payment. Every time I ring them they reassure me that they will send me the my payments back but fail to do so. They have said that my credit rating will be affected it I stop paying them. This has caused me a lot of stress and anxiety, I have had to borrow money off family as I am paying two mortgage providers. My lifestyle has been significantly impacted as I have been cutting back on different areas in my life due to my lack of finances. I have complained to the ombudsman but they have yet to act.

Where do I stand on receiving compensations from the mortgage provider ?

dunstonh

I have complained to the ombudsman but they have yet to act.

The FOS cannot get involved until you have raised a complaint and had a response from the banks (or 8 weeks if it is taking longer).  Have you complained to the bank yet?   I mean a proper complaint where the bank has passed it to their complaints team and you have had a written letter outlining your complaint and your right to go to the FOS if they do not resolve it. if not, then the FOS will just forward their interpretation of your complaint to the bank and will not deal with it themselves.

I wonder if the bank hasn't actually treated this as a complaint yet.

Where do I stand on receiving compensations from the mortgage provider ?

Its a very unusual scenario but the expectation here would be an apology, a refund of payments made plus statutory interest and probably around £25-£100 for the inconvenience.  Possibly a bit more than that seeing as it has left you in hardship and it has taken far too long for them to resolve it.  It may go toward £250.  If they haven't treated it as a complaint previously then a bit more on top of that for failing to treat you fairly and in accordance with FCA guidelines.

Dozsa404

Thanks for the response. Yes it has been raised as a complaint with the bank.