AutoMoney Limited
Financial Ombudsman decision DRN-5748936 Upheld
Upheldoutcome, as published by the Ombudsman
—no sum stated
Thu Dec 04deadline 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, Complaint handling
In the Ombudsman’s words
When a lender becomes aware, or it ought reasonably to be aware, that a borrower is experiencing difficulty making their payments, I think that it is fair and reasonable to expect it to exercise forbearance and due considerationTreatment in financial difficulty
Miss O’s complaint was considered by one of our investigators. He reached the conclusion that if AutoMoney had provided Miss O with clear enough information, she would have opted to have voluntarily terminated the agreement in May 2023, rather than in January 2024.Complaint handling
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5748936.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.