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Step One Finance Limited

Financial Ombudsman decision DRN-3027009 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

Support for vulnerable customers, Service failure

In the Ombudsman’s words

Mr and Mrs C have explained that they were both under a lot of stress at the time, due to the problems they’ve had with the debt and in obtaining a re-mortgage. They’ve shown that they are both receiving treatment for mental health conditions.Support for vulnerable customers

Step One has explained how difficult it is to work out the proportion of each payment that is allocated... I think it could have better dealt with their requests and explained things to Mr and Mrs C in their first callService failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3027009.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.