Principality Building Society

Financial Ombudsman decision DRN-4714918 Upheld

Upheldoutcome, as published by the Ombudsman

£400redress stated in the decision

Fri Aug 02deadline 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

Mrs D contacted Principality in August 2023 to ask that it send her mortgage correspondence in large font as she is registered blind.Mortgage administration

taking into account characteristics of vulnerabilitySupport for vulnerable customers

Rules cited

FCA Consumer Duty (PRIN 2A), Equality Act 2010

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4714918.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.