BPO Collections Limited

Financial Ombudsman decision DRN-2977618 Upheld

Upheldoutcome, as published by the Ombudsman

£100redress stated in the decision

Mon Nov 15deadline 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

Support for vulnerable customers, Service failure

In the Ombudsman’s words

The onus is also on them to take account of any difficulties a customer is in or any vulnerabilities they have, and to deal with these positively and sympatheticallySupport for vulnerable customers

BPO were at fault for not updating Mr C’s other account with the important information he’d given them.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2977618.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.