From 1st July the Council of Mortgage Lenders is integrated into a new trade association, UK Finance. For the time being, all UKF mortgage information will continue to be published on this website, and UKF member-only mortgage information will only be available here.

UK Finance represents around 300 firms in the UK providing credit, banking, markets and payment-related services. The new organisation takes on most of the activities previously carried out by the Asset Based Finance Association, the British Bankers’ Association, the Council of Mortgage Lenders, Financial Fraud Action UK, Payments UK and the UK Cards Association. Please go to for wider content and updates from UK Finance.

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The key to mortgage complaints (AM)


15 November 2016

Time: 9:30am – 12:45pm
Venue: CML, Bush House, London
Price: £55 members
£99 associates
£129 non-members
The key to mortgage complaints (AM)

About this event

This interactive masterclass was facilitated by the Financial Ombudsman Service and covered key issues connected with mortgage complaints. These included fair handling of arrears when customers are in financial difficulty and problems when mortgagees don’t have the means to redeem interest only loans.

Case studies were utilised at the event and the opportunity was provided for conversations with ombudsmen about current challenges and complaints issues. The ombudsmen shared their insight and answered questions to assist in the resolving of disputes quickly and fairly.

This masterclass was repeated in the afternoon. Please note that content for both sessions was the same.

Topics included:

  • How the ombudsman has developed to help resolve disputes more quickly
  • Fair outcomes to complaints involving mortgage arrears
  • Dealing with issues surrounding financial hardship
  • Interest only loans and end of term complications.

This event was aimed at:

Anyone working in complaints handling or customer service roles, including compliance and risk, customer relations, root cause analysts and conduct.


CML member rate: £55 (VAT exempt)
CML associate rate: £99 (VAT exempt 
Non-member rate: £129 (VAT exempt) 

*This event was closed to press*


Running order

0930 - 1000  

Registration and refreshments

1000 - 1245  

The key to mortgage complaints
Speaker tbc, Financial Ombudsman Service (FOS)

1245 - 1330  

Lunch and event close

A refreshment and comfort break will be provided during the masterclass

Content delivered by

Financial Ombudsman Service

Set up by Parliament, the Financial Ombudsman Service is the UK’s official expert in sorting out problems with financial services.

If a business and a customer can’t resolve a complaint themselves, we can give an unbiased answer about what’s happened. If we decide someone’s been treated unfairly, we have legal powers to put things right.

P: 020 7964 1000

Hosted by

Council of Mortgage Lenders

The CML is the main trade body representing UK mortgage lenders. Our members are banks, building societies, and other lenders who together account for around 95% of the nation's residential lending


Council of Mortgage Lenders

3rd Floor Bush House, North West Wing
London WC2B 4PJ

(Owing to building works, would visitors please note that the main entrance to the North West Wing will be closed temporarily with effect from 3rd October 2016. Visitors should enter via the colonnade to the left of the building.)

Nearest tube stations:

Holborn (Piccadilly and Central lines)
Charing Cross (Bakerloo and Northern lines)
Waterloo (Jubilee, Waterloo & City, Northern and Bakerloo lines)

Nearest overground station:

Waterloo (Connects to Jubilee, Waterloo & City, Northern and Bakerloo lines)