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Kent Reliance Building Society

Financial Ombudsman decision DRN-3600650 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

Treatment in financial difficulty, Complaint handling

In the Ombudsman’s words

Ms M complains that OneSavings Bank Plc trading as Kent Reliance failed to set up a payment holiday. It then called and sent letters about her arrears.Treatment in financial difficulty

Kent Reliance said it overlooked the email. Once it received Ms M’s complaint it apologised and offered £200 for the upset caused.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3600650.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.