Metro Bank PLC

Financial Ombudsman decision DRN-5398693 Not upheld

Not upheldoutcome, as published by the Ombudsman

£50,000redress stated in the decision

Thu Apr 17deadline 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

Irresponsible lending, Support for vulnerable customers

In the Ombudsman’s words

Mr D complains that Metro Bank PLC trading as RateSetter was irresponsible when it offered him a loan.Irresponsible lending

When Mr D asked RateSetter to consider writing off the debt and shared the impact it was having on his mental health, it explained that it had an internal process to investigate customer vulnerability and asked him for medical evidence to support his request.Support for vulnerable customers

Rules cited

FCA CONC (Consumer Credit sourcebook), Consumer Credit Act 1974

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5398693.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.