Close Brothers Limited

Financial Ombudsman decision DRN-2390913 Upheld

Upheldoutcome, as published by the Ombudsman

£350redress stated in the decision

Fri Nov 27deadline 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

Credit file reporting, Support for vulnerable customers

In the Ombudsman’s words

it would have been more suitable – and a better reflection of what was going on – if Arrow had recorded her payments as an “arrangement to pay” on her credit file, rather than as arrears.Credit file reporting

Arrow should have held off on the default process. It doesn’t seem right that Arrow sent her default threats when they knew she was a vulnerable customer who was already paying what she could affordSupport for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2390913.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.