How I Challenged a £5500 Mortgage Charge and Won for a Customer

Early Repayment Charges (ERCs) can feel like an immovable part of your mortgage contract. But what if I told you that sometimes, they can be challenged?

I learned this firsthand working in Mortgage Servicing. This is the story of how I successfully challenged a charge that looked set in stone and secured a £5,000 refund for a customer when they needed it most.

The Situation: A Seemingly Hopeless Case

A self-employed customer had lost their income due to a serious injury. To manage their finances, they needed to sell their home. The problem? They had little equity in the property, and redeeming their mortgage during their fixed-rate period came with a hefty £5500 ERC.

On paper, their case was clear-cut-It didn’t tick the standard boxes for a waiver. A senior manager was contacted who quickly said no. For many, that would have been the end of the story.

But I believed the situation warranted more than a simple "check-the-box" decision. So, I chose to persist.

The Strategy: How I Got the ERC refunded

Challenging a decision like this isn't about arguing; it's about building an unignorable, evidence-based case. Here’s the approach I took:

1. I Found the 'Real Why': I didn't just accept the surface reason. I asked deeper questions to fully understand the profound impact of the customer's injury and documented their vulnerability with clarity and empathy.
2. I Built an Evidence-Led Case: I moved beyond the strict policy wording and focused on its intent-treating customers fairly. I mapped the client's circumstances to these principles, highlighting the lack of any alternative options for them.
3. I Escalated to the Right Place: Instead of arguing in the same channel, I took the case to the specialised Customer Vulnerability Forum. This was the crucial step, bringing the case to an audience trained and empowered to make compassionate decisions.
4. I Framed the Decision for a yes: I presented a concise, outcome-focused summary. I made it easy for the right person to approve the waiver by showing how it aligned with the bank's core values, without asking them to break the rules.
5. I Persisted—Respectfully: I kept the challenge professional, grounded in facts, and stayed with it until a final, definitive decision was reached.

The Result: A Life-Changing Outcome

The ERC was waived in full. The customer received £5500 back—cash that made a decisive difference at a critically difficult moment.

They had no idea challenging the charge was even possible. Asking the right questions and advocating for the customer completely changed their outcome. Making that call to deliver the good news was one of the most significant moments in my career.

What This Can Mean for You

This story is more than just a case study; it’s a demonstration of a mindset I bring to every client interaction. I started Overcome Mortgages and became a mortgage broker to bring the following: 

• Strategic Persistence: I don’t stop at the first hurdle when there’s a case to be made on your behalf.
• Process Mastery: I know the internal mechanisms where to escalate, how to build evidence, and how to present a case that gets approved.
• Unwavering Advocacy: My goal is simple: to be your powerful advocate within the system, ensuring you get the best and fairest outcome possible