TSB Bank plc

Financial Ombudsman decision DRN-4591501 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

£300redress stated in the decision

Thu Mar 14deadline 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

Firstly I understand that Mr O is a vulnerable customer due to his personal circumstances and that TSB is aware of that.Support for vulnerable customers

I do think that whatever the intention, Mr O felt intimidated and had to ask the customer service manager to step away. And, based on the evidence I have seen, I don't think that was an appropriate approach by TSB.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4591501.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.