Pure Financial Solutions Ltd · DRN-6180928

The complaint Mr G has complained that after he applied for a second charge mortgage through Pure Financial Solutions Ltd he heard nothing further from the business. He said he wants Pure Financial Solutions to delete all his personal and financial details from its records and has questioned what happened. What happened Mr G contacted Pure Financial Solutions as he wanted to apply for a second charge mortgage. Mr G emailed Pure Financial Solutions on 21 February, 27 February, and 6 March 2025 to chase it up. And then on 28 May 2025 he sent an email to the complaints team saying he wanted the business to confirm it was closed and the potential lender had been notified, explain why the application didn’t progress and confirm his personal information had been deleted. Mr G then referred the complaint to our service in August 2025 saying he hadn’t received a response from Pure Financial Solutions. We contacted Pure Financial Solutions in September 2025 to notify it of the complaint and ask it for its business file. That was chased in October, November and December 2025. As our Investigator didn’t receive a response, in January 2026 he considered the complaint based on the information we held. Having done so he said he found Mr G’s testimony persuasive in the absence of information to the contrary and bearing in mind our own experience in not receiving a response. He said Mr G hadn’t suffered any financial loss, but he had been inconvenienced and caused frustration by Pure Financial Solutions’ lack of response. To put things right he said Pure Financial Solutions should pay £200 compensation, refund any fees charged (if any) and delete all Mr G’s personal information from its records. Mr G accepted our Investigator’s findings. Pure Financial Solutions didn’t respond despite a chase up from our Investigator’s manager, and ended a call from our Investigator after he said what he was calling in regard to.

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What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. Pure Financial Solutions is required as a regulated firm to co-operate with our investigations1, including by providing all relevant evidence. Under the law establishing the Financial Ombudsman Service, we have the power to compel parties to provide relevant evidence2, meaning Pure Financial Solutions is obliged to provide it – and where evidence is not provided, proceed in its absence and take account of the failure to provide it3. Using the powers delegated to him as a member of ombudsman staff, our Investigator told Pure Financial Solutions that if it had evidence relevant to this complaint, it should provide it – and that if it did not do so, we would proceed to determine the complaint based on the evidence we do have. Pure Financial Solutions didn’t provide any further evidence. I’m therefore satisfied that it has had every opportunity to provide all relevant evidence that it wishes me to take into account, that I have enough evidence available to me to be able to decide the complaint, and that there is no reason for me not to proceed to do so. Mr G has provided copies of some emails he says he sent to Pure Financial Solutions and has said he didn’t receive a response. He says he also didn’t receive a response to his email to the complaints team. In the absence of any submissions from Pure Financial Solutions, and bearing in mind our own experience when trying to investigate this complaint, like our Investigator I find Mr G’s submissions persuasive in this regard and so I uphold his complaint. Mr G hasn’t provided evidence of any financial loss; however he has been caused inconvenience and frustration by the lack of response from Pure Financial Solutions. He is also concerned that Pure Financial Solutions holds his personal data. I will deal with both of those in the section below. Putting things right I order Pure Financial Solutions Ltd to pay Mr G £200 in recognition of the impact of its actions on him. It must also refund any fees charged in relation to this application (if applicable). I award 8% simple interest per annum on the award of £200, to begin 28 days after Mr G accepts this final decision (assuming Mr G’s acceptance). This reflects that I’m allowing a reasonable time period for the compensation to be paid before the interest would kick in. If payment is made to Mr G before those 28 days are up, no interest needs to be added.* I also award 8% simple interest per annum on the refund of any fees (if applicable) to begin from the date each fee was paid until the date of settlement.* *HM Revenue & Customs requires Pure Financial Solutions to deduct tax from this interest. Pure Financial Solutions should give Mr G a certificate showing how much tax it’s deducted if he asks for one. Finally, I also direct Pure Financial Solutions Ltd to comply with Mr G’s request to delete all his personal and financial information in line with his right to erasure. 1 DISP 1.4.4 R, in the Financial Conduct Authority Handbook 2 Section 231 Financial Services and Markets Act 2000 and DISP 3.5.11 G 3 DISP 3.5.9 (3) R

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My final decision My final decision is that I uphold this complaint and direct Pure Financial Solutions Ltd to put matters right in the way I’ve set out above. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr G to accept or reject my decision before 22 April 2026. Julia Meadows Ombudsman

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