Sainsbury's Bank Plc

Financial Ombudsman decision DRN-3196348 Upheld

Upheldoutcome, as published by the Ombudsman

£350redress stated in the decision

Mon May 09deadline 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

Treatment in financial difficulty, Complaint handling

In the Ombudsman’s words

Sainsbury’s should have offered Miss T a further Covid payment holiday in March 2021, which was the forbearance she actually needed at that time.Treatment in financial difficulty

Sainsbury’s didn’t help matters here by failing to properly log Miss T’s complaint about what it had previously agreed with her in March 2021Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3196348.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.