Not upheld: mortgage administration, account transfer handling, payment arrangement processing, customer service complaint against Topaz Finance Limited trading as Azurite Mortgages

Decision detail

Summary

Mr B complained about Azurite Mortgages' handling of his mortgage account transfer from his previous lender, including short notice of transfer, disruption to DWP SMI payments, handling of a DSAR, automated telephone systems, and delayed response to a payment arrangement request. The ombudsman found that while 4 days' notice was short, Azurite provided correct account details promptly and the delay in SMI redirection was not Azurite's responsibility as Mr B needed to notify DWP. Azurite processed DWP forms within reasonable timeframes, reasonably requested updated financial information before agreeing payment arrangements, and handled calls and DSAR appropriately. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that while 4 days' notice of transfer was short, it did not cause the delay in SMI payment redirection as this was Mr B's responsibility to initiate with DWP. Azurite provided correct account details promptly and processed DWP forms within reasonable timeframes. The 2-month delay in Mr B submitting forms was not Azurite's responsibility. No payment arrangement was in place at transfer that Azurite should have honoured; the previous lender had declined the extension. Azurite reasonably requested updated I&E information and agreed forbearance in a timely manner. Call handling was appropriate and lengthy calls were driven by Mr B's queries rather than poor service. DSAR was handled within statutory timeframes.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website