Statistics released by CHL show that of the 13 decisions it received from the FOS in 2012 all were made in its favour. In addition to this, the lender received 98 complaints in the second half of 2012, 11 of which have been referred to the Ombudsman.
Bob Young, managing director of CHL Mortgages, said: “We have long been proud of the way we handle and process customer enquiries and complaints and this pride is brought into sharper focus given that customer objections seem to be soaring across the board.
“The fact our figures remain so low is a result of a concerted effort to engage with borrowers in potential difficulty as soon as possible, as well as the fact our size and approach enables us to offer landlords a much more personalised service than they may experience from other lenders.”
The FOS received more than 180,000 complaints in the final quarter of 2012 and is currently upholding around 47% of objections.
The vast majority of complaints relate to the mis-selling of payment protection insurance, there was also a 21% increase in the number of mortgage complaints.
