Kroo Bank Ltd

Financial Ombudsman decision DRN-4720907 Upheld

Upheldoutcome, as published by the Ombudsman

—no sum stated

Wed Oct 16deadline 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

one of its customers who had made it aware of her concerns and was vulnerableSupport for vulnerable customers

It failed to return messages or keep Ms C informed and took almost two weeks to offer appropriate adviceService failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4720907.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.