Tracker Mortgage Review

Review of Tracker Mortgages – FAQ

• How do I know if the review affected me?
  If your account was affected, we will have written to you.
  
• What if I have a question about the letter I received?
  We have a team of staff who are available to help you. Please ring our helpline team using the contact details contained in your letter.
• I am appointing a Third Party Advisor to assist me. Can I give you permission to deal with this advisor on my behalf?
  Yes. You will need to confirm in writing (through the approved “Third Party Advisor” form) that we can liaise with the advisor in relation to the Tracker Mortgage Examination (PDF). You can find this form here or you can contact our helpline to request the form.
• I received a letter.

  What can I do with my cheque?

   

  You can lodge your cheque. Lodging it will not affect your right to appeal, complain to us, or the Financial Services and Pensions Ombudsman and/or pursue this matter through the Courts. You are not required to apply any of your payment amount to your mortgage account.
  

   

  Why did I receive a payment instruction form instead of a cheque?

   

  A payment instruction form is most frequently issued where there are multiple parties to a loan living at different addresses. We need you to complete this form so that we know how you would like us to split your payment.
  

   

  Personal representatives of deceased borrowers

   

  Where we were aware of the personal representative of a deceased borrower we also sent them a letter along with a payment instruction form. You can read more information about the required identification documents (PDF) that personal representatives need to provide before the cheque will issue to them.
   

  Do I have the right to appeal the redress and/or compensation?

   

  Yes, you have the right to appeal the actions we have taken to correct our failure. You can submit your appeal within 12 months of the date on the letter in which we provided full details of the redress and compensation payment.
  

   

  What can I appeal?

   

  You can appeal any aspect of redress and compensation within 12 months of the date on your letter in which we provided full details of your payment. Our decisions on the level of redress and compensation due to customers was based on the information available to us in our review of your account. As part of the appeals process you can include any additional material financial information which you would like to have considered.
  

             

  Who will hear my appeal?

   

  All appeals are heard by a fully independent appeals panel in accordance with the Terms of Reference and Procedural Rules of the appeals panel.
  

  Find out more about our panel membership.

             

  How do I begin an appeal?

   

  Customers who received a letter providing detailed calculations of their redress and compensation payment can request an appeals application pack. To request this pack, please contact the helpline number provided in your letter. This pack will give you more details about the overall appeals process. Customers who decide to appeal will need to complete the appeal application pack and return it (together with any supporting documents relevant to their appeal) to the address set out in the form.