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CHL sees complaints drop by 26% in 2013

Dormant specialist lender CHL Mortgages received 26 per cent fewer complaints in 2013 than it did the year before.

Releasing its complaints figures today, the lender said it received 143 complaints last year, down from 193 in 2012.

It revealed it had 22 decisions from the Financial Ombudsman Service last year, of which only three were partially upheld in the complainant’s favour.

FOS figures published earlier this month show in 2013 as a whole the body received a record 575,836 complaints, an increase of 38 per cent compared to 2012. Over three quarters of the complaints received in the second half of 2013 related to payment protection insurance.

CHL managing director Bob Young says: “We use our complaints data as a key performance indicator for the business and therefore it is pleasing to see the ongoing low level of complaints we receive and the fact that the vast majority of cases referred to FOS are upheld in our favour.

“Given the fact we have over 40,000 live mortgage accounts, to receive only 143 complaints during the course of the year and the fact that only three FOS-referred cases were partially upheld against us is another positive for CHL.”


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