TSB Bank plc

Financial Ombudsman decision DRN-4416031 Upheld

Upheldoutcome, as published by the Ombudsman

£300redress stated in the decision

Mon Mar 04deadline 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

Mortgage administration, Support for vulnerable customers

In the Ombudsman’s words

TSB bought a portfolio of mortgages from N in 2016. It says Ms B’s mortgage shouldn’t have been included in the portfolio it bought as it had been redeemed by that point.Mortgage administration

She said she’d made it clear to TSB that it should contact her partner (instead of her) about the account given the distress involved, but it had ignored that and not taken her vulnerability into account.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4416031.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.