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Blemain and Kensington mortgage firms with most complaints – FCA

  • 19/04/2018
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Blemain and Kensington mortgage firms with most complaints – FCA
Blemain Finance and Kensington Mortgages were the most complained about mortgage companies according to the Financial Conduct Authority (FCA).

The regulator’s latest data release covering the second half of 2017 showed that Blemain received 43.1 and Kensington 41.1 complaints per 1,000 outstanding balances.

Charter Court Financial Services (33.9) and NRAM (31.9) were the next most complained about firms.

Using this method of analysis the mortgage lending market remains one of the most complained about sectors covered by the regulator.

Per 1,000 outstanding balances, the home finance sector received 9.6 complaints, up from 9.5 in the first half of the year.

By comparison, insurance and pure protection (8.3 per 1,000) and banks and credit cards (4.6) were the next most complained about sectors.


Takes complaints seriously

Together, which now owns the closed Blemain Finance loan book, said it took all complaints very seriously and conducted thorough analysis to ensure it could learn and improve for future customers, along with an ongoing programme of activities to improve customer outcomes, customer satisfaction and to address the causes of these complaints.

“The home finance data, published by the FCA, relates to our historic Blemain Finance loan book, which is no longer open to new business. Consequently, complaints as a proportion of the diminishing loan book are likely to appear higher than average,” it said.

“All of our home finance is currently funded through Together Personal Finance, which has significantly fewer complaints. In addition to complaints analysis, we also track customer satisfaction across the group, including Blemain Finance.

“Our most recent data shows that more than 80% of our customers describe us as being easy to deal with and satisfied with the service they have received, and we will continue to strive to improve customer satisfaction,” it added.


3% of all complaints

However, while home finance accounted for just 3% of all complaints received, these were responsible for 60% and 34% respectively.

Just £19m was paid out in redress during the six-month period, the lowest of all six sectors reporting, and average redress per complaint was £235, the second lowest after pure protection insurance.

Overall the FCA received 3.76 million complaints during the second half of 2017 – up 427,032 from the previous six months.

Excluding Payment Protection Insurance (PPI) the number of complaints received by firms was 2.21 million, around 13,000 fewer than the previous six months.

After PPI, the next most complained about products were current accounts, with 509,047 complaints and then credit cards with 314,586 complaints.

Complaints about (PPI) rose by 40% to 1.55 million, the highest level of complaints about PPI for more than four years.

In January 2018 firms paid out £415.8m in redress to customers who complained about payment protection insurance (PPI).

This is the highest figure since March 2016 and takes the amount paid since January 2011 to £30bn.

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