Mortgage Complaint - Private recording, can I share transcript and/or audio with the FOS?

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£2,400 over 5 years fixed

This excludes the interest of the product fee added to the term of the whole agreement which would be an additional £1,100 minimum as of course rates may change significantly after the fixed period 

Also I believe this has contributed to a lot of stress, I had a chronic condition that was under control but deteriorated since my complaints from 2022 and I've had major operations from last year and this year where I had complications and further further surgery so therefore I cannot work 

It has taken this long after I initially complained about the lender for the mistake but the brokerage claimed was down to "crossed wires"

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The ombudsman labelled my medical issues on his first outcome as "upset"

I kicked off and have my local MP involved, and he did note further details of my medical issues on his amended second outcome but I see that as a forced action 

Surprisingly they've given me a third attempt to put a case forward at the final stage 

ACG

As harsh as this might sound, your medical condition is unlikely to make much difference. The broker has a responsibility to put you in the position you would have been had the mistake not happened (assuming the mistake is theirs). They do not have to provide additional compensation unless the ombudsman requests it. 

The firm must be fairly confident in their position. 

dunstonh

This excludes the interest of the product fee added to the term of the whole agreement which would be an additional £1,100 minimum as of course rates may change significantly after the fixed period 

You could pay that fee off at any point.  Usually its best to include it initially and then pay it off immediately as that way you are not on the hook for the fee if the mortgage does not proceed.

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dunstonh said:

This excludes the interest of the product fee added to the term of the whole agreement which would be an additional £1,100 minimum as of course rates may change significantly after the fixed period 

You could pay that fee off at any point.  Usually its best to include it initially and then pay it off immediately as that way you are not on the hook for the fee if the mortgage does not proceed.

Yes but I wasn't aware it was added to the loan. Medical evidence and vulnerability notes to demonstrate I had problems with my health, slee deprivation, fatigue,  inability to read long financial details due to my health problems

Even the broker didn't mention I could pay that off as an early repayment when the mortgage went live

One of their excuses they said I could have paid £10k on additional costs including stamp duty, solicitor fees etc

As of 2025 the average is £6k

My stamp duty was £750, solicitor fees 700

So they're £8.5k over what I paid in additional costs

There was also a copy and paste job that I also had to lay for furniture, decorations etc so the broker was trying to paint a picture that I couldn't afford the £999 product fee despite having a very sizable savings amount before and after the deposit was taken 

£126k down to £65k on completion in my savings ...so there is a lot of story telling here that the Ombudsman didn't fact check or at least put a sense of realism on and just did a straight copy and paste job

I can verify they do after my initial case against nationwide had some dubious statements and from my DSAR with the lender I found the BDM used the same terminology about them having the best rates and had a good deal which was mirrored in the FOS response 

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ACG said:

As harsh as this might sound, your medical condition is unlikely to make much difference. The broker has a responsibility to put you in the position you would have been had the mistake not happened (assuming the mistake is theirs). They do not have to provide additional compensation unless the ombudsman requests it. 

The firm must be fairly confident in their position. 

I think they're fairly confident because on how the FOS operate from this experience and that is that they don't fact check

That's why Nationwide will assist me with official communication of their processes because the broker has contradicted a few things 


The FOS have been found to misrepresent their data where "upheld" decisions contains. Lot of decisions where they've not upheld the main complaint but when they apply 3 digit compensation figures 

So I am confident of my evidence, but not going to hold my breath when it comes to the FOS reviewing the case with the full facts on show

To be clear the broker don't have telephone recordings nor email evidence of myself agreeing to add the product fee to the loan ....that's how bad the FOS is

kingstreet

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kingstreet said:

27Tec is a sourcing system. It can be linked to a CRM like 360 so data is pulled through to feed the source.

Back to the substantive issue. As many lenders require a full application to be submitted before a rate can be reserved, which lender was involved here?

Lender was Nationwide. They're going to help me as I am a vulnerable customer with a chronic illness.


The rate can be reserved at the product reservation stage without the need to submit the FMA, hence why the broker is trying every sly little trick in the book to fabricate a series of events for which the FOS has not fact-checked.

Yes. I expected you to say Nationwide.

Once a DIP has been done, a product can be reserved with a full application not immediately submitted; but a product fee would have to be paid, if add to loan wasn't chosen. There is then a three month period in which an application can be submitted but the offer must be issued within that period to preserve the reserved rate.