Sainsbury's Bank Plc

Financial Ombudsman decision DRN-4774208 Upheld

Upheldoutcome, as published by the Ombudsman

£200redress stated in the decision

Thu Jul 04deadline 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

Mrs M has told this service that she found the agents frustration very unpleasant and that despite explaining that she had a chronic illness as well as short term memory issues, she felt that the agent failed to show any compassion or understanding of her disability and reduced her to tears.Support for vulnerable customers

I’ve listened to the call. It’s a lengthy call and I think its fair to say that at times, the agent spoke to Mrs M in a way which a reasonable person wouldn’t expect to be spoken to.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4774208.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.