Remortgage refused due to husband topping up his loan twice in 2 years

AbiAck

Hi all - Im looking for some advice, we recently went to remortgage with Natwest add mine and my husbands loans and include some additional borrowing due to the equity in our property. We did stage 1 in principle, all ok (I do understand the whole process, so I knew additional stages and things to go through), next stage 2 my loan could not be added due to it being cheaper than the mort. rate - fine. Stage 3, the whole thing is declined to the fact my husband has 'topped up' his loan twice in the last 2 years for home improvements and apparently this classes as 'consolidation'....now.. when Natwest offer their top ups, they ask you if you want to take out a new loan or roll it into one loan.. no mention that this classes as 'consolidation' and MAY have an effect on future borrowing. I also spoke with the staff from stage 2 of the process who agreed with me that this is ambiguous within the company and he never heard of it, otherwise would not have put us through to stage 3. He went away to speak with his manager who also agreed. I waited a few days and got the result that despite the staff member KNOWING of cases like ours that went through ok,, it was still declined. The complaint process with Natwest, then yielded the same result. I am of a mind to go to FO, surely a large company like NatWest cannot be so wooly with their policies...??? Any advice/input appreciated...