Kensington Mortgages

2-3 years ago we had a second mortgage with Kensington - big mistake that ended up with our having to sell our house.

Following the revelation just before Christmas about Kensington and excess charges I sent them a SAR and asked for a copy of their complaints procedure.

I received a letter this morning from them stating they have no formal complaints procedure and each complaint is dealt with on a case by case basis. They then asked me to phone (no way!!!!!!) if I wanted to discuss something about which I was unhappy.

Surely an institution that can legally offer mortgages etc.... the size of Kensington must have to have a complaints procedure in place.

Given they say they haven't where do I complain about excessive charges when my SAR comes back (if I was charged any - lol!)

[Caspar]

Re: Kensington Mortgages

Anyone?

I'm actually thinking of going down the lines of trying to find a no win no fee over this.

[TUTTSI]

Re: Kensington Mortgages

Have you considered the FOS as they would take your claim up for you and this would not cost you anything. But you have to have a final letter from Kensington first.

Also, a lot of the no win no fee CMC's also only go through the FOS from what I can gather, so it would cost you money for no reason.

2-3 years ago we had a second mortgage with Kensington - big mistake that ended up with our having to sell our house.

Following the revelation just before Christmas about Kensington and excess charges I sent them a SAR and asked for a copy of their complaints procedure.

I received a letter this morning from them stating they have no formal complaints procedure and each complaint is dealt with on a case by case basis. They then asked me to phone (no way!!!!!!) if I wanted to discuss something about which I was unhappy.

Surely an institution that can legally offer mortgages etc.... the size of Kensington must have to have a complaints procedure in place.

Given they say they haven't where do I complain about excessive charges when my SAR comes back (if I was charged any - lol!)

[Caspar]

Re: Kensington Mortgages

Hiya Tuttsi,

Thanks for your reply. I guess this means I'm stuck for the moment with identifying any overcharges on the account, then trying initially to reclaim those direct from Kensington, then if unsuccessful consider the fos.

[TUTTSI]

Re: Kensington Mortgages

Hi Caspar

If you have not already done so send them a Subject Access Request (SAR) for the cost of £10, with this you can request all your statements and list of charges + you can ask for any other information that they hold on you.

You then write detailing them out and if they refuse to repay it is a complaint to the FOS. We did this with Melbourne Mortgages and they reduced our charges substantually and we therefore decided not bother to refer this to the FOS.

Tuttsi xx

Hiya Tuttsi,

Thanks for your reply. I guess this means I'm stuck for the moment with identifying any overcharges on the account, then trying initially to reclaim those direct from Kensington, then if unsuccessful consider the fos.

[Caspar]

Re: Kensington Mortgages

Hi Caspar

If you have not already done so send them a Subject Access Request (SAR) for the cost of £10, with this you can request all your statements and list of charges + you can ask for any other information that they hold on you.

You then write detailing them out and if they refuse to repay it is a complaint to the FOS. We did this with Melbourne Mortgages and they reduced our charges substantually and we therefore decided not bother to refer this to the FOS.

Tuttsi xx

Thanks again - you're a gem! SAR went off as soon as I heard about them being done for overcharging. Our mortgage was during exactly the period they're talking about. Waiting for that to come back, but wa surprised they didn't have a formal complaints procedure.