Complaint not upheldOfficial source – Financial Ombudsman11 November 2025
A buy-to-let mortgage held on one property within a wider portfolio. In June 2023 the borrower told Rooftop his buy-to-let business was no longer viable and that he had a buyer for the mortgaged property, but that the sale would leave a shortfall of around £15,000 which he said would be covered by the equity from the sale of another property. Rooftop declined and required full repayment on sale. The other sale did not proceed and both properties were let again. In March 2024 Rooftop started enforcement action because of the level of arrears. In April 2024 the borrower asked Rooftop to hold off, served notice on his tenants and remarketed the property. Rooftop agreed; the property sold for around £35,000 less than the asking price, leaving a shortfall of over £60,000.
Ombudsman decision about another lenderOfficial source – Financial Ombudsman14 August 2025
A complaint against Barclays Bank UK PLC about an interest-only mortgage and a linked mortgage current account whose term ended in 2017. The borrowers were unhappy that the bank's solicitors sent them a notice to quit and that legal fees were added to the mortgage balance after they believed the mortgage had been repaid. The complaint was not upheld.
Company documentCompany document – Rooftop3 February 2025
Rooftop Mortgages Limited publishes a tariff of mortgage charges on its website. The version archived here states that it is effective from 3 February 2025 and sets out the fees the business says it may apply during the life of a mortgage, including fees connected with arrears, field agent activity, instructing solicitors, instructing receivers on buy-to-let accounts, repossession and redemption.
Company documentCompany document – Rooftop1 May 2019
The earlier version of Rooftop's tariff of mortgage charges, printed as effective from 1 May 2019 and still hosted on the company's own website. It sets out the fees the business said it might apply during the life of a mortgage, including arrears, field agent, solicitor instruction, repossession, ground rent and service charge, and redemption fees. It contains no receiver instruction fee.
Ombudsman decision about another lenderOfficial source – Financial Ombudsman24 October 2018
A complaint against Barclays about legal fees of £6,943 charged to a shared ownership mortgage account after possession proceedings were stopped. The borrower's relatives said Barclays had refused to give a breakdown of the fees. The Ombudsman obtained and reviewed the confidential breakdown, the solicitors' charging scheme and the invoices, was satisfied that reasonable legal fees had been charged, and did not uphold the complaint.