# MORTGAGE COMPLAINT LETTER
Date: 26 April 2031
Parties: Sofia Bennett and Meridian Home Finance plc
## 1. Purpose and parties
Sofia Bennett makes a formal complaint about mortgage account MH-441902 secured on 8 Hawthorn Road. Her £1,250 standing order was paid on the first working day of each month from January to March 2031, but Meridian allocated the February payment to fees and showed a missed instalment.
## 2. Facts, scope and terms
The resulting arrears letter added charges and threatened possession action without explaining the allocation. Sofia has bank confirmations and says she contacted the lender on 12 March. She asks Meridian to reconcile the account, explain each fee and payment application, correct credit reporting and pause enforcement while the complaint is investigated.
## 3. Process and responsibilities
Meridian should review statements, payment references, call recordings, the mortgage terms and its treatment of vulnerable customers. Sofia offers an affordable income-and-expenditure statement and asks for a fair repayment discussion if a genuine shortfall remains. She does not ask the lender to erase a lawful arrear or promise to stop paying.
## 4. Evidence, records and safeguards
Enclosures are the mortgage offer, three bank confirmations, statements, arrears letter and call reference. Meridian should preserve the account audit trail, protect financial data and give Sofia a named contact. A complaint review must not be replaced by a generic demand or by silently changing the arrears date.
## 5. Review, escalation and outcome
Sofia requests a written final response under the lender's complaints procedure and applicable FCA rules. If unresolved after the required period or on receipt of a final response, she may refer an eligible complaint to the Financial Ombudsman Service within its time limits. FOS jurisdiction and any possession court decision are not guaranteed by this letter.
## 6. Reservations and practical protections
Sofia will keep making contractual payments where possible and will tell Meridian promptly about hardship. The complaint does not admit default, waive mortgage or Consumer Credit Act rights, or prevent her seeking urgent advice if a possession notice or claim is served. Meridian remains responsible for following the mortgage pre-action expectations.
## 7. England and Wales law and completion
England and Wales law applies. On 26 April 2031 Sofia sends the complaint by email to complaints@meridianhome.example and post to the lender's registered complaints office, each a separate permitted service method. She signs and retains proof of delivery.