Capital One (Europe) plc

Financial Ombudsman decision DRN-3849111 Upheld

Upheldoutcome, as published by the Ombudsman

£50redress stated in the decision

Thu Jan 05deadline 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

Treatment in financial difficulty, Service failure

In the Ombudsman’s words

Mr G fell behind with his credit card payments due to ill health meaning he couldn’t work. He says he called Capital One on several occasions and wasn’t provided with the support he should have been given his circumstances.Treatment in financial difficulty

Our investigator noted that Capital One didn’t provide the service it should have, with a delay in a call being returned and Mr G not being provided an update in April as promised.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3849111.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.