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National Savings and Investments
Financial Ombudsman decision DRN-4731802 Upheld
Upheldoutcome, as published by the Ombudsman
£125redress stated in the decision
Thu May 09deadline 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
Identity checks and access, Support for vulnerable customers
In the Ombudsman’s words
he was unable to complete NS&I’s login process and so couldn’t access his account onlineIdentity checks and access
Mr J, who has difficulties with verbal communicationSupport for vulnerable customers
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4731802.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.