Capital One (Europe) plc

Financial Ombudsman decision DRN-5739894 Not upheld

Not upheldoutcome, as published by the Ombudsman

£95redress stated in the decision

Sat Nov 16deadline 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

Treatment in financial difficulty, Support for vulnerable customers

In the Ombudsman’s words

Mr M complains that Capital One (Europe) plc (‘Capital One’) didn’t support him appropriately when he was in financial difficulty and defaulted his credit card account unfairly.Treatment in financial difficulty

He says he didn’t get a warning that his account might default, or a default notice, despite these being sent to his address.Support for vulnerable customers

Rules cited

FCA Consumer Duty (PRIN 2A), Consumer Credit Act 1974, FCA CONC (Consumer Credit sourcebook)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5739894.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.