Have you experienced threats of receivership from a mortgage company you've never heard of or contracted with? On this site you'll find a detailed breakdown of every published Ombudsman decision, court judgment and more involving Rooftop Mortgages, with guides on how to deal with them.
You're not the first person to have felt Rooftop Mortgages' unfair approach to your property.
Published Financial Ombudsman decisions show that Rooftop's treatment of borrowers has not always been found fair and courts raise important question about their rights to repayment.
In DRN5725301, the Ombudsman ordered Rooftop to refund £1,685 of arrears and unpaid-direct-debit fees and remove the interest added to those fees, finding it unfair to levy certain arrears charges even though Rooftop relied on its contractual right to charge them.
In DRN8820419, FOS ordered Rooftop to reverse £300 of charges, including an arrears fee applied even though the contractual payment had been made the previous day. Other published decisions have required Rooftop to recalculate mortgage interest, refund overpaid interest and pay compensation where the account was not administered in accordance with the mortgage terms.
These individual decisions may be the tip of the iceberg. Not every borrower will understand their rights, challenge what appears on a mortgage statement, or take a complaint all the way to an Ombudsman.
There is another question borrowers should not ignore: standing and entitlement to repayment.
Court material involving Rooftop shows that the registered holder of a mortgage charge, the party with the beneficial or economic interest in the debt, and the company servicing the account can be different entities.
That does not mean Rooftop lacks rights. It does mean that a written assertion saying "we are entitled to payment" or "BCM acts for Rooftop" is not the same thing as producing the documentary evidence relied upon to prove it.
If Rooftop or BCM is demanding substantial repayment or threatening enforcement, borrowers should consider asking for the documents relied upon to establish who is entitled to receive repayment, who is authorised to act, and who can give a full and effective discharge.
Let's hold Rooftop Mortgages, and other lenders operating with the same approaches, to account by checking the evidence, challenging unexplained fees and enforcement, and using the complaint and court processes available when answers are not forthcoming.
A list of common situations you may find yourself in when dealing with Rooftop Mortgages.
What the published tariff says each fee is for, and what the Ombudsman has decided about arrears fees, legal costs and interest added to them.
What a receiver is, what it means that they act as your agent, what to do first, and what published decisions record about appointments and their costs.
Who is on the title, who owns the debt, who runs the account, and who can safely take your money and close the mortgage.
Published decisions about time to sell, shortfall sales and settlement offers, and what the Ombudsman treated as important in each.
The stages of a complaint, the difference between an investigator and an Ombudsman, and the time limits that actually bind you.
Wording you can adapt to ask for an itemised breakdown of fees, confirmation of who can give good discharge, or your own data.
Not sure where to start? Work through what you can do, stage by stage.
Rooftop Mortgages has a long history of court and ombudsman cases. Discover them here, and examine Rooftop's own policies.
Every Rooftop decision this archive has read in full, with what each one turned on.
Judgments and proceedings checked against the published law report.
Tariffs, complaints procedure, Consumer Duty and fair-treatment commitments.
Accounts published by members of the public. Not independently verified.
Company history, portfolio transfers and decisions in date order.
What Rooftop did before enforcement, side by side across decisions.
Most recently published entries, newest source date first.
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.
Rooftop Mortgages Limited is registered at Companies House under company number 04621865. It was incorporated on 19 December 2002, its registered office is in Ipswich and its status is active. The register of persons with significant control records BCM Asset Services (Holdings) Limited (company number 05505964) as an active person with significant control, notified on 29 July 2016, with ownership of 75% or more of shares, 75% or more of voting rights, and the right to appoint or remove directors. An earlier entry for Rooftop Holdings Limited is shown as ceased.
BCM Asset Services (Holdings) Limited is registered under company number 05505964, incorporated on 12 July 2005, registered in London and active. Its current person with significant control is BCM Global Holdings Limited (13929760), notified on 31 August 2023, with ownership of 75% or more of shares. Ceased entries record Link Group Administration Limited (notified 3 November 2017, ceased 16 May 2024) and Capita plc (notified 6 April 2016, ceased 3 November 2017), each with 75% or more control.
Secure Trust Bank plc publishes a mortgages page stating that it no longer offers mortgage products to new customers and that existing customers' mortgages have been transferred to Rooftop Mortgages Limited, giving a contact telephone number and opening hours for Rooftop.
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.
Three buy-to-let mortgages where, due to arrears, Rooftop appointed Law of Property Act receivers to manage the properties. The receivers decided the properties were not viable as lettings and sold them, the third sale completing in August 2025. The complaint, raised in March 2025, concerned information about the disposals and the receivers' conduct, and was not upheld.
Counted directly from the records. No figure on this page is typed in by hand.
How to read this archive
Every record says what kind of source it came from. An Ombudsman finding and a forum post are never presented in the same way. See source classification and methodology.
Editorial principle
We do not make allegations. We document published allegations, findings, decisions and evidence, clearly distinguishing between them. Read the full editorial policy.