Metro Bank PLC

Financial Ombudsman decision DRN-3072721 Upheld

Upheldoutcome, as published by the Ombudsman

£150redress stated in the decision

Mon Oct 25deadline 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

Service failure

In the Ombudsman’s words

I agree Metro let her down at times. As mentioned above, it ought to have followed through on its promise to send her a copy of S’s claim challenge. Instead, she had to chase it and receipt was subsequently delayed by nearly a fortnight. And some of the calls could have gone better. One of the calls on 13 May 2020 stands out for lacking appropriate sensitivity and being cut short by Metro’s call handler.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3072721.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.