Upheld: Service failures generally complaint against Intrum Mortgages UK Finance Limited
Financial Ombudsman decision DRN-6468181 of 2026-07-02T00:00:00+00:00. Service failures generally complaint against Intrum Mortgages UK Finance Limited. Outcome: Upheld.
Decision detail
| Reference | DRN-6468181 |
|---|---|
| Decision date | 2026-07-02T00:00:00+00:00 |
| Firm | Intrum Mortgages UK Finance Limited |
| Product | Mortgage |
| Claim type | Service failures generally |
| Outcome | Upheld |
| Remedy | Intrum Mortgages UK Finance Limited directed to pay Mr G £500 for distress and inconvenience caused by delays. Intrum to contact Mr G or his daughter to discuss next steps and requirements for a new settlement proposal, with commitment to keep the process as stress-free as possible given Mr G's health condition. |
Summary
Mr G, director of company X, held two buy-to-let mortgages with Intrum and agreed a £80,000 settlement in January 2024 with a deadline of 29 February 2024, later extended to 28 March 2024. Mr G needed to arrange third-party financing and kept Intrum updated, but funds were not available until 16 June 2024, after the deadline had expired. Intrum refused to accept the late payment and required a new settlement application. The ombudsman upheld the complaint regarding Intrum's delays and awarded £500 compensation for distress, but declined to require Intrum to honour the expired offer, as the deadline was clear and circumstances had changed. Mr G must engage in a new settlement process with Intrum's support.
The Ombudsman's reasoning
While Intrum caused delays in their responses that caused Mr G stress and inconvenience (warranting £500 compensation), it would not be reasonable to require them to honour a settlement offer that expired over two years ago. The offer had a clear deadline which was extended once. Although Intrum's delays were acknowledged, Mr G knew the deadline and the funds were ultimately not available within the extended timeframe. The situation has materially changed since January 2024 (balances increased, available funds decreased), and Intrum, as servicer rather than loan owner, must refer any new proposals to the loan owner. Mr G will need to engage in a new settlement process.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Intrum Mortgages UK Finance Limited, all decisions | 11 | 27% |
| Service failures generally, all decisions | 34,229 | 32% |
| Mortgage, all decisions | 24,714 | 22% |
Source
Read the original decision on the Financial Ombudsman Service website