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National Savings and Investments

Financial Ombudsman decision DRN-3691919 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

Funds blocked or frozen, Service failure

In the Ombudsman’s words

NS&I continued to pursue the money and blocked access to Mr B’s accountFunds blocked or frozen

I think it could have handled matters better than it did and provided Mr B with better customer service.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3691919.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.