TSB Bank plc

Financial Ombudsman decision DRN-4900321 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Wed Aug 07deadline 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

In the Ombudsman’s words

TSB had failed to take appropriate measures regarding this. This resulted in TSB’s automated fraud system trying to call Mr R about the suspended transactions on two occasions resulting in serious distress for Mr R. As TSB do have an obligation to provide reasonable adjustments to consumers that require them, they thought TSB had failed Mr R in this by contacting him over the phoneSupport for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4900321.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.