NewDay Ltd

Financial Ombudsman decision DRN-3694676 Upheld

Upheldoutcome, as published by the Ombudsman

£300redress stated in the decision

Wed Oct 26deadline 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

Identity checks and access, Support for vulnerable customers

In the Ombudsman’s words

Ms F complains NewDay Ltd trading as Pulse won’t send one-time passcodes by emailIdentity checks and access

I’m satisfied that Ms F doesn’t use phones – she genuinely believes that this would put her at risk of fraud and scamsSupport for vulnerable customers

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3694676.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.