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National Savings and Investments
Financial Ombudsman decision DRN-4767130 Upheld
Upheldoutcome, as published by the Ombudsman
£225redress stated in the decision
Tue May 28deadline 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
Miss S explained she has a disability and suffered extreme anxiety and panic to the extent she required medical help as she thought her accounts had been hacked. She explained NS&I should have taken appropriate steps to ensure it considered the impact of this process on vulnerable customers in line with the Equality Act 2010.Support for vulnerable customers
NS&I accepted it had not informed Miss S of this and did not tell her it was its normal process when she first contacted them. NS&I also apologised for cutting her off and explained there had been technical issues for a short period of time preventing some customers from viewing their accounts online.Service failure
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4767130.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.