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Shawbrook Bank Limited
Financial Ombudsman decision DRN-4410648 Partly upheld
Partly upheldoutcome, as published by the Ombudsman
£350redress stated in the decision
Fri Nov 17deadline 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
Product mis-sold, Complaint handling
In the Ombudsman’s words
I don’t think this means the system was mis-represented to her or it was mis-sold to her.Product mis-sold
Shawbrook did fail to deal with Ms N’s complaint in a timely manner and also failed to confirm that it would not freeze interest on her loan account.Complaint handling
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4410648.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.