Capital One (Europe) plc

Financial Ombudsman decision DRN-4892234 Upheld

Upheldoutcome, as published by the Ombudsman

£200redress stated in the decision

Fri Aug 02deadline 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

Complaint handling, Service failure

In the Ombudsman’s words

Capital One have now admitted that they should have raised Mr C’s complaint request and they should have sent him the call recordings.Complaint handling

Mr C complains that Capital One (Europe) plc provided him with poor customer service, and they gave him incorrect information.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4892234.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.