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CHL reports low mortgage complaints

Sarah Davidson

September 20, 2012

Just two complaints were referred to the Financial Ombudsman Service in this period, one has been found in favour of CHL while the other is waiting for a decision.

Bob Young, managing director of CHL mortgages, said keeping complaints to a minimum is difficult as claims management companies submit bogus complaints about payment protection insurance even though CHL did not sell PPI to its customers.

He said: “Unfortunately I suspect this trend will continue at lease in the short-term until there is a great clampdown on the practice of generating complaints simply for the sake of it.”

The release of these figures follows the recent publication of FOS complaints data for individual financial businesses for the first half of 2012.

Bank of Scotland topped the FOS complaints for mortgages and home finance with 750 complaints, 28% upheld in the customers’ favour, while the average for all businesses upheld was 25%.

Young added: “We are pleased with the comparison with our overall lender peer group particularly those lenders that continue to operate or have operated in our sector.

“All complaints are seen and reviewed at the highest level at CHL and this means we are able to deliver a strong service in this area and reach a conclusion as quickly as possible.”


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