Metro Bank PLC

Financial Ombudsman decision DRN-4690078 Upheld

Upheldoutcome, as published by the Ombudsman

£300redress stated in the decision

Mon Apr 22deadline 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

Treatment in financial difficulty, Complaint handling

In the Ombudsman’s words

Metro Bank PLC’s poor communications about its bounce back loan (”BBL”) led to the loan being put into default.Treatment in financial difficulty

I am therefore upholding this complaint. My conclusion remains that Metro have not acted fairly here by making only one attempt to contact B between the missed arrears repayment and the formal demand, particularly given that the one communication was in my view unclear.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4690078.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.