We got sold an endowment mortgage for our house back in 1997.
The advice was from an independent financial advisor, who was primarily mortgage biased.
From the outset, he stated the endowment was the better option and gave us a breakdown of what it would achieve. Even performing what they called poorly, it was guaranteed to pay of the remainder of the mortgage.
Around 2002, when our mortgage deal was up, we have a letter from Prudential showing us that there could now be around an £8k shortfall at the end.
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As most people who were buying properties around this time have already stated, these were being pushed heavily and with no quick and easy (google) way to check, you relied upon the so called expertise of these IFA's.
I don't think anyone is doubting that these things were pushed by dodgy financial advisors looking to make a quick buck, its the other stuff that seems suspect, claiming no annual statements and claiming that they didn't know there were risks/returns could vary. Note for example you do mention:
Even performing what they called poorly, it was guaranteed to pay of the remainder of the mortgage.
So you were aware that the expected return on these things wasn't guaranteed, it wasn't just some savings account or some product giving you a fixed return but it could perform well or could perform poorly etc.
So essentially they've either perhaps screwed up with some of that advice or the provider no longer has the paperwork on file allowing you to make a claim.
There is an assumption that advice given by a financial advisor must be good advice, or that it must remain good advice forever and you can wash your hands of it.
No one can know of an investment will make or lose money.
That's the issue I was getting at with the other guy who posted about his outstanding £1,200. He still did well from the endowment and ended up with a nice return, lower payments than he'd have had with a repayment mortgage so no claim to be made there anyway.
There is some personal responsibility aspect with these things too, you've had these savings over the years, you're still making a return and you know there may be a shortfall... then you need to take action before the end of the mortgage, that's all. And frankly, given house price rises and the effect of inflation these mortgages tended to be quite small and the shortfalls smaller still.
Owing £1,200 due to a shortfall at the end of a mortgage after you've had 20 years of cheaper repayments vs a repayment mortgage (and so 20 years of being able to save/invest more money if prudent) is a nice position to be in.