TSB Bank plc

Financial Ombudsman decision DRN-3901300 Upheld

Upheldoutcome, as published by the Ombudsman

£225redress stated in the decision

Mon Feb 13deadline 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

Support for vulnerable customers, Service failure

In the Ombudsman’s words

from the online chats, it’s also clear this situation was extremely frustrating for Mr M and that he was vulnerable as he mentioned his health issues to TSB.Support for vulnerable customers

TSB systems show that they received Mr M’s SAR on 2 August 2022... TSB system notes show that they issued the SAR on 22 August 2022 so Mr M should have received this information.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3901300.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.