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Foundation for Credit Counselling

Financial Ombudsman decision DRN-5782340 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

Complaint handling, Support for vulnerable customers

In the Ombudsman’s words

Stepchange said sorry for all of this, as they felt they’d missed several opportunities to update his plan.Complaint handling

Mr W has a medical condition and says he specifically sought support from Stepchange to help manage his debts.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5782340.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.