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Capital One (Europe) plc

Financial Ombudsman decision DRN-5632316 Not 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

Treatment in financial difficulty, Credit file reporting

In the Ombudsman’s words

Mr M complains that Capital One (Europe) plc defaulted his credit card account while the account was in Debt Respite Scheme (DRS).Treatment in financial difficulty

I’ve also taken on board what Mr M has said about the other ways Capital One could have contacted him. Capital One has said that because of the breathing space, it wouldn’t attempt to contact him by phone. I think this is reasonable in the circumstances and I can see that it told him this in the email it sent him about breathing space. Some information was sent to Mr M via email. I accept the default notice and other important information was sent by letter, but as I’ve explained, there was no requirement for Capital One to have sent this in an email, and the letters weren’t received because Mr M hadn’t updated his address. I can’t fairly find that Capital One has done anything wrong here. Overall then, I don’t think Capital One has done anything wrong in defaulting Mr M’s account. And so I won’t be asking it to remove the reporting from his credit file.Credit file reporting

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5632316.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.