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information for businesses covered by the ombudsman service

This section answers a number of frequently-asked questions (FAQs) about:

handling mortgage endowment complaints

our approach to mortgage endowment complaints

where can we find out more about the ombudsman's approach to mortgage endowment complaints?

We recognise that dealing with any complaint for the first time can be a daunting prospect. There's lots of useful information on this website about mortgage endowment complaints. The best starting point for businesses is our online mortgage endowment resource.

This contains documents and information that provide an outline of our general approach on mortgage endowment complaints. It includes:

  • links to the FSA's rules on handling mortgage endowment complaints
  • our mortgage endowment questionnaire
  • briefing notes on more complicated types of redress and our approach to pre-"A Day" complaints and
  • our quick guide to calculating redress for mis-sold mortgage endowments.