CHL Mortgages received 64 complaints in first half of the year
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Specialist lender CHL Mortgages received a total of 64 complaints in the first six months of 2011, with just one upheld by the lender.
Seven of those complaints were referred to the Financial Ombudsman Service, of which one of those decisions has already been decided in favour of CHL. The other six are awaiting decisions.
Alongside this, CHL have also received three other decisions from FOS for complaints submitted pre-2011; all three found in favour of CHL.
The buy-to-let lender currently manages over 44,000 live mortgage accounts.
CHL’s data follows the recent publication of complaints data by FOS for individual financial businesses which covered the same period –the first half of 2011. CHL did not appear in this data as it only includes those businesses where FOS receives 30 or more complaints.
Bob Young, managing director at CHL Mortgages, says: “It’s important that CHL is as transparent as possible when it comes to the level of complaints we receive, which is why we also detail our numbers even though we do not appear in the official FOS data.
“We pride ourselves on our low complaint levels, our ability to resolve them early, and the subsequent low number that are moved forward to FOS. Sharing this complaints data and benchmarking our performance against national averages is an absolute necessity as far as we’re concerned.
“Clearly, we compare well with other lenders, in particular, those that continue to operate or operated in our sector. We continue to work hard with our customers to ensure we are delivering a strong service in this area and we handle any complaint with sensitivity ensuring they are treated fairly.
“We have seen a slight rise in complaints during the first half of 2011 however this was anticipated given the nature of the mortgage market at present. CHL continues to work hard to keep complaints to an absolute minimum and to maintain our focus on treating all such matters appropriately so that a conclusion that satisfies all can be reached as quickly as possible.”
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Readers' comments (1)
sub prime kabooom | 15 Nov 2011 9:23 pm
Probably worth bearing in mind that these figures are only as good as the company registering the complaints.
A company may have far more complaints logged.......but that could be because they are better at identifying and logging the complaint.
My opinion - 64 complaints in 6 months over 44k of book...........sounds like total lack of control regarding what constitutes a complaint and when to log it (never mind the good old 'expressions of dissatisfaction' which never fail to muddy the waters).
I've been wrong before though.......but I wouldn't mind a bet I'm not this time though.
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