Issue
Every record in the archive tagged "Vulnerability".
Rooftop Mortgages Limited publishes a Treating Customers Fairly statement on its website. It sets out commitments about how the business says it will deal with customers, including a statement about the basis on which fees are charged.
Rooftop Mortgages Limited publishes a complaints procedure and a separate complaints leaflet. Both apply to residential and buy-to-let accounts; no separate procedure for either mortgage type is published. They record the timescales the business says it works to, including a three-day resolution route and an eight-week final response deadline.
The Rooftop Mortgages website publishes a section for customers in financial difficulty. It describes the questions staff will ask, states that assistance will be tailored, and lists forms of assistance including reduced payments — which the page says can include paying nothing for a period — and consent to let on residential mortgages.
An unregulated interest-only buy-to-let mortgage of a little over £111,000 taken out in early 2007 with another lender and transferred to Rooftop Mortgages Limited in 2016. The term expired in 2022 and the borrower could not repay. Rooftop agreed a number of informal term extensions. In March 2025 it issued a formal demand. The borrower proposed selling the mortgaged property at a likely price of £75,000, paying a £5,000 lump sum from savings and repaying part of the residue from the sale of a second property expected sometime in 2026. Rooftop rejected those proposals. The complaint was not upheld.
A buy-to-let mortgage where the borrowers began having difficulty paying in mid-2023 following interest rate rises. Rooftop appointed Law of Property Act receivers to manage the property. The complaint about that appointment and about Rooftop's conduct was not upheld.
Rooftop Mortgages Limited publishes a notice about the Financial Conduct Authority's Consumer Duty. The published document is marked version 1.0 dated 21 August 2023 and records that the Duty applies to closed products from 31 July 2024. It states that Rooftop is no longer an active lender and that all of its mortgages are closed products.
Charges and interest
Ownership, authority and servicing