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Co-operative Bank Financial Advisers Limited

Financial Ombudsman decision DRN-3796992 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

Support for vulnerable customers

In the Ombudsman’s words

Miss D – given the problems she had using her card online (including changing her password) and the problems she had complaining – has been caused avoidable distress and inconvenience. I’m also satisfied that Smile could and should have done more to help her given the problems she’d already let them know she has.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3796992.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.