PRA Group (UK) Limited

Financial Ombudsman decision DRN-5803360 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Tue Dec 30deadline 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

they declined the request but continued to show forbearance by placing the account into breathing space for six monthsTreatment in financial difficulty

They placed an unreasonable evidential burden of a vulnerable customer by asking for additional informationSupport for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5803360.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.