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Financial Ombudsman decision DRN-5054587 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, Support for vulnerable customers

In the Ombudsman’s words

I consider £400 to be fair and reasonable because I consider NS&I’s handling of Mrs W’s bond application and its response to her complaint to have caused her considerable distress, upset and worryComplaint handling

Mrs W is an older consumer who had made NS&I aware of her intention to ask her son to assist her by way of an LPOA. Mrs W herself accepted that she could have followed up NS&I’s request for the additional paperwork. But NS&I was the expert here and it knew it was dealing with a consumer with characteristics of vulnerability.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5054587.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.