Quick summary: A strong equity release complaint file compares what was recommended with what was explained, what alternatives were considered and what loss or harm followed.
Start with the advice file
Keep the suitability letter, key facts illustration, lifetime mortgage offer, adviser notes, broker correspondence and any documents showing why equity release was recommended.
Show what alternatives were discussed
Alternatives may include downsizing, family support, conventional mortgage options, repayment plans, pension choices or doing nothing. If alternatives were not discussed, keep any evidence that helps show the decision was narrow or rushed.
Document the financial impact
Interest growth, early repayment charges, inheritance impact, property scheme losses and failed investments should be shown with statements, projections and timelines.
Useful evidence checklist
- Advice report, suitability letter and adviser correspondence
- Lifetime mortgage offer, key facts illustration and completion statement
- Statements showing balance growth and interest
- Evidence of health, vulnerability, pressure or family circumstances if relevant
- Documents for any linked investment, property scheme or introducer
- Complaint letters and responses from adviser, lender or scheme provider