NewDay Ltd

Financial Ombudsman decision DRN-1672717 Upheld

Upheldoutcome, as published by the Ombudsman

£100redress stated in the decision

Mon May 18deadline 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

Treatment in financial difficulty, Service failure

In the Ombudsman’s words

NewDay had a duty to treat Mr A positively and sympathetically if it was aware, he was experiencing financial difficulties.Treatment in financial difficulty

I agree with our investigator’s conclusion that NewDay should have done more to help Mr A earlier on.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-1672717.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.