Shawbrook Bank Limited

Financial Ombudsman decision DRN-4680968 Upheld

Upheldoutcome, as published by the Ombudsman

£340redress stated in the decision

Wed Aug 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

Payment delayed or failed, Service failure

In the Ombudsman’s words

The complaint Mr B and Ms P complain Shawbrook Bank Limited made mistakes when it returned a payment. The mistake left them without access to their money for three weeks.Payment delayed or failed

I do agree Shawbrook’s service fell short in some respects. For example, it referred Ms P to R, which wasn’t helpful or necessary and it has accepted it gave out wrong information.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4680968.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.