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Frasers Group Financial Services Limited

Financial Ombudsman decision DRN-4995049 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

Identity checks and access, Complaint handling

In the Ombudsman’s words

Miss M says she was asked to reset her password when logging into her Studio account on 12 November 2023. She says she’s tried to reset this, but each time she’s received an error message.Identity checks and access

Miss M complains that Frasers Group Financial Services Limited trading as Studio provided her with poor customer service, and this affected her credit file.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4995049.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.