Not upheld: Service failures generally complaint against I MORTGAGE GROUP LTD

Decision detail

Summary

Mr B complained that IMG, a mortgage broker, failed to return his call and follow up on his mortgage enquiry made on 28 November 2025 regarding a time-sensitive business opportunity. Although Mr B did speak to an IMG advisor on 1 December as intended, IMG failed to make a promised follow-up call and sent an email to an incorrect address. IMG acknowledged the email error and apologised before the complaint was made. The ombudsman found this was a one-off administrative error with minimal impact, as Mr B could have called IMG back, and determined that IMG's apology was sufficient remedy. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that Mr B did achieve his goal of speaking to an advisor on 1 December, so there was no clear service failing on that date. The email address error was a simple human mistake for which IMG apologised. The ombudsman applied FOS guidance stating that apologies are usually sufficient for one-off administrative errors with minimal impact. The impact here was minimal because Mr B could have simply called IMG back to progress matters. The ombudsman found it would be inconsistent with other FOS awards to order compensation of £300-£400 for this type of mistake.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website