ClearBank Limited
Financial Ombudsman decision DRN-3947501 Upheld
Upheldoutcome, as published by the Ombudsman
£200redress stated in the decision
Wed Mar 08deadline 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
Funds blocked or frozen, Support for vulnerable customers
In the Ombudsman’s words
On 1 April 2022, ClearBank placed a block on Mrs P’s account so that it could undertake a review.Funds blocked or frozen
Mrs P’s messages clearly showed that she was struggling. She mentioned her mental health and asked that someone call her. But from the online chat messages I can’t see anyone intervened with a call and explored what other help and assistance could be providedSupport for vulnerable customers
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3947501.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.