Grieving Parents' Mortgage Struggle After Son's Death
A bereaved couple has won their fight to have late payment markers removed from their credit file after Metro Bank acknowledged the exceptional circumstances surrounding their son's death. The parents had fallen behind on mortgage payments during the final months of their 19-year-old son's life while managing his complex care needs.
The Tragic Background
The family's ordeal began during the pandemic when their son, then aged 14, suffered an acute mental breakdown. Over the following five years, he was repeatedly sectioned, hospitalised and housed in secure children's homes located 60 miles from the family home. For two years, the couple managed his care at home until it became impossible to maintain safety for both him and their other children.
His final nine months were spent in supported accommodation, requiring the parents to make a 120-mile round trip several times weekly to visit him. It was during this intensely stressful period that they missed two mortgage payments with Metro Bank in February and March, though they have maintained all payments since April.
Credit File Consequences
The situation escalated when the couple's application to remortgage with Nationwide was refused due to the late payment markers placed on their credit file by Metro Bank. Despite explaining their circumstances in August and highlighting their previous good repayment history, the bank initially refused to remove the markers as a goodwill gesture.
Credit reference agency Experian confirms that while credit reports must accurately reflect missed payments to help lenders make informed decisions, lenders can amend files in exceptional circumstances. The couple's situation was deemed precisely such a case.
Bank's Change of Heart
Following intervention, Metro Bank reversed its decision. A spokesperson stated: "We understand not all customers want to talk to their bank about personal circumstances. However, for individuals facing financial challenges, we'd advise speaking to us as early as possible to discuss support options available."
The bank confirmed that had it been aware of the family's ordeal when the payments were missed, it would have made allowances at that time.
Although Nationwide agreed to review the application with the markers removed, the couple faced a second refusal due to bank statements showing temporary financial strain from funeral costs. Experts recommend waiting until finances recover before reapplying, as multiple applications in quick succession can damage credit scores.
