Secure Trust Bank Plc

Financial Ombudsman decision DRN-2060110 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Thu Dec 10deadline 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, Support for vulnerable customers

In the Ombudsman’s words

When he told STB that he was experiencing financial difficulties in 2017 I would expect them to have been sensitive, flexible and responsive.Treatment in financial difficulty

Mr H complains that Secure Trust Bank Plc (“STB”), trading as Moneyway, were unreasonable when defaulting his account and he says they should have given more consideration to his mental health.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2060110.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.