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Shop Direct Finance Company Limited
Financial Ombudsman decision DRN-3192976 Upheld
Upheldoutcome, as published by the Ombudsman
£150redress stated in the decision
Thu Nov 24deadline 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
Complaint handling, Support for vulnerable customers
In the Ombudsman’s words
Ms F complains Shop Direct Finance Company Limited trading as Very didn’t provide clear information about the repayment method for goods she purchased on its website; and that she received poor customer service during its handling of her complaint.Complaint handling
taking into account that Very also became aware during the complaint process of Ms F’s health condition, which makes dealing with situations like complaints more difficult for her than it would for the average person.Support for vulnerable customers
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3192976.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.