A family from Andover is having to sell their house after their mortgage lenders, Metro Bank downgraded their credit score, causing their debts to spiral out of control.

University Lecturers Brian McDonough, 42 his wife Jessie, 40 and their two young children, are devastated at having to sell up, but have no option because they can’t afford to pay the huge interest rate imposed on their credit cards after missing a mortgage payment two years ago.

University Lecturers Brian McDonough, 42 his wife Jessie, 40 (Image: Brian McDonough)Dr McDonough said: “My wife got a new job and her pay date changed, so our mortgage payment was missed by three days. The bank never telephoned, texted, emailed, or wrote to us, prior to them saying they would add the marker, we were horrified to learn the payment hadn’t been taken and we paid instantly on finding out.”

The Financial Ombudsman say that Metro Bank were legally entitled to add the marker, but the McDonough’s say it is “neither fair nor reasonable.”

Dr McDonough added: “Metro bank won’t consolidate our debt by offering additional borrowing because we don’t pass their credit check, but it is because of the marker they applied that we are failing to pass their automated system.”

The family cannot downside or rent either, because both options also require credit checks. The family asked to meet with Metro Bank but said the bank has refused.

Local MP Kit Malthouse has written to the bank twice asking them to help the family, but Metro are yet to offer any support.   

A spokesperson from Metro Bank said:  ‘We have sympathy for the situation Dr. McDonough and his family are facing. As a responsible lender we follow our policies and procedures which do not allow us to lend to any customer without the necessary credit checks.

"Our specialist also spoke with Dr. McDonough to discuss ways we may be able to help with his mortgage payments. While he declined to pursue any of these options at the time, he is welcome to arrange another appointment with us in the future.’

But Dr McDonough is critical of the bank's response: “Metro Bank have offered only ‘lip service’.  They say any ‘help’ implies reducing mortgage costs at the expense of worsening our credit score, the exact same damage they caused us to begin with. The problem is Metro rely on computers, rather than humans and if the computer says no, then that’s it.”

The family is now preparing to sell their much-loved home in Portland Close, Andover, and is preparing to move in with Mr McDonough’s parents, who live in Liverpool, until their credit score improves.