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Financial Ombudsman decision DRN-2262020 Upheld

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

Complaint handling, Data and privacy

In the Ombudsman’s words

In November 2019 Mrs G complained to Britannia that they’d disclosed her personal information without her consent – and that their staff were vague and wouldn’t justify their refusal to answer her questions about this.Complaint handling

Britannia’s terms and conditions said they didn’t have to investigate a complaint about a payment if they were told about it more than 13 months after the payment was made. But on this occasion Britannia agreed to look in to the beneficiaries’ complaints. On 25 April 2019 Britannia sent information to the beneficiaries about the accounts - they enclosed a copy of Mrs G’s original application form. The application form included personal information about her.Data and privacy

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2262020.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.