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Lantern Debt Recovery Services Limited

Financial Ombudsman decision DRN-3998953 Not 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

Complaint handling, Service failure

In the Ombudsman’s words

Lantern said due to a system error their response explaining they didn’t hold these documents wasn’t actually sent to Miss S – which meant she had to keep contacting them. They said sorry for this.Complaint handling

I’m also aware Miss S has been frustrated at the lack of replies from Lantern when she’s contacted them. I can see in Lantern’s final response letter they have said sorry for this.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3998953.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.