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MBNA Limited

Financial Ombudsman decision DRN-3337823 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

The complaint handler sent e mails to Mr G through the secure message system which meant that they were encrypted and needed Mr G to log into a portal to view. Mr G complained to the MBNA about this. He said that as they were password protected, it made it difficult for him to open them.Support for vulnerable customers

I agree with the investigator that it is reasonable given Mr G’s difficulties to ask MBNA to apply the option of downgrading Mr G’s emails to unsecure on the infrequent occasions it is likely to be needed.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3337823.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.