TSB Bank plc

Financial Ombudsman decision DRN-4837811 Upheld

Upheldoutcome, as published by the Ombudsman

£200redress stated in the decision

Mon Jul 22deadline 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

I find this statement and previous comments from TSB to be very troubling as they show a deep lack of understanding around compulsive behaviour and addictions. I think it raises the potential on TSB’s part to significantly reduce its willingness to effectively support some of its most vulnerable customers.Support for vulnerable customers

I think TSB could have helped her more in following this up, to assist her in closing her account, and so I think the £200 compensation recommended by the investigator is a fair and reasonable reflection of her frustration and the anxiety she suffered from this situation.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4837811.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.