TSB Bank plc

Financial Ombudsman decision DRN-3358648 Upheld

Upheldoutcome, as published by the Ombudsman

£150redress stated in the decision

Tue May 03deadline 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, Service failure

In the Ombudsman’s words

TSB Bank plc referred his loan account to debt collectors despite agreeing a partial settlement.Treatment in financial difficulty

I think TSB ought to have been able to identify Mr M when he and Mrs M called in October 2020 and identify the account it had written to him about.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3358648.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.