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Financial Ombudsman decision DRN-5692143 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

£150redress stated in the decision

Tue Aug 26deadline 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

Charges and fees, Support for vulnerable customers

In the Ombudsman’s words

They’ve now offered to put that right by refunding the fees and interest chargedCharges and fees

I agree with X that it would be reasonable for a lender to show forbearance when they’re aware a consumer is medically incapacitated.Support for vulnerable customers

Rules cited

FCA CONC (Consumer Credit sourcebook)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5692143.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.