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Sky UK Limited
Financial Ombudsman decision DRN-5366232 Not upheld
Not upheldoutcome, as published by the Ombudsman
£50redress stated in the decision
Mon May 12deadline 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
Sky took until 25 September 2024 to send Mr M a final response – more than ten weeks. This is more that the eight weeks allowed under the FCA’s complaint handling guidance.Complaint handling
For this, and the error by the call handler of the call on 20 June 2024 – Sky offered a payment of £50.Service failure
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5366232.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.