TSB Bank plc

Financial Ombudsman decision DRN-3463754 Upheld

Upheldoutcome, as published by the Ombudsman

£7,985redress stated in the decision

Wed Jul 20deadline 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

Support for vulnerable customers, Service failure

In the Ombudsman’s words

Mr R was asking for help with a difficult addiction, and an interim measure may have at least limited Mr R’s ability to gamble whilst he sorted out a more long term solution such as changing banks. So, I agree with the investigator that TSB could have done more here to support this vulnerable customer.Support for vulnerable customers

the failure of the branch staff to update Mr R’s contact details and upload the documents was an error on TSB’s part and caused Mr R the inconvenience of having to return to branch the following day.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3463754.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.