Just Retirement Limited

Financial Ombudsman decision DRN-2714952 Upheld

Upheldoutcome, as published by the Ombudsman

—no sum stated

Tue May 04deadline 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

Mortgage administration, Support for vulnerable customers

In the Ombudsman’s words

The complaint is that Just allowed the late Mr H to make additional drawdowns despite having concerns that Mrs H lacked capacity to be aware of and consent to the transactions taking place.Mortgage administration

Just had concerns that on several occasions, Mrs H was unable to answer basic security questions on the telephoneSupport for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2714952.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.