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Yorkshire Building Society
Financial Ombudsman decision DRN-1082259 Not upheld
Not upheldoutcome, as published by the Ombudsman
£25redress stated in the decision
Fri May 31deadline to accept (not the decision date)
The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.
What this decision was about
Support for vulnerable customers, Service failure
In the Ombudsman’s words
YBS failed to make reasonable adjustments for his hearing disabilitySupport for vulnerable customers
YBS did accept that it wasn’t ideal for the representative to keep Mr S’ s wife ‘on hold’ for nine minutes while she registered the complaintService failure
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-1082259.pdf on financial-ombudsman.org.uk.
The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.