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Co-operative Bank Financial Advisers Limited

Financial Ombudsman decision DRN-4834826 Partly upheld

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

Complaint handling, Service failure

In the Ombudsman’s words

Miss M made a complaint to Co-op. Co-op initially did not uphold Miss M’s complaint. They later upheld the complaint and offered Miss M £200 compensation for distress and inconvenience.Complaint handling

she was often promised call backs which didn’t happen, she was told incorrect information on one call, and she had lengthy hold timesService failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4834826.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.