Not upheld: aggressive communication and complaint mishandling complaint against Standard Life Mortgages Limited

Decision detail

Summary

Mr W complained that Standard Life sent an aggressive, dismissive and unnecessarily confrontational email on 28 March 2025 despite being aware of his vulnerable circumstances, and that his complaint about this was mishandled. The ombudsman found that Standard Life's email clearly set out the firm's position in a fair and not misleading way, acknowledged past shortcomings, offered further discussion, and reasonably warned of legal action as a possibility given the mortgage arrears. The ombudsman concluded that Standard Life did not act unfairly or unreasonably, noting that no specific communication adjustments were requested and that Mr W's representative demonstrated understanding of the email content.

The Ombudsman's reasoning

The ombudsman applied the Consumer Duty standard and found that Standard Life's email was clear, fair and not misleading. Although Standard Life was aware of vulnerability, Mr W and his representative did not request specific communication adjustments, and Mr H's response demonstrated he understood the email. The ombudsman concluded that warning of legal action was reasonable for a lender in arrears circumstances, even for a vulnerable customer, and that vulnerability did not prevent Standard Life from setting out its position clearly.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website