Capital One (Europe) plc

Financial Ombudsman decision DRN-5391835 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

£200redress stated in the decision

Mon Apr 21deadline 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

Payment delayed or failed, Complaint handling

In the Ombudsman’s words

Capital One said they’d raised a balance transfer recall - but Miss R was told there was no set time frame for this process, and the £900 wasn’t returned.Payment delayed or failed

Miss R raised a complaint with Capital One and they upheld this in part, offering Miss R £100 compensation for four incidents of misinformation and for disconnecting her from a call.Complaint handling

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5391835.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.