Lowell Portfolio I Limited

Financial Ombudsman decision DRN-5810522 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Mon Oct 13deadline 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

Lowell placed collections holds on Miss H’s accounts at various times since January 2023. In my view, Lowell was reacting to Miss H’s circumstances and provided reasonable forbearance at a difficult time.Treatment in financial difficulty

Lowell was made aware of Miss H’s vulnerabilities and had previously removed her email address from its systems at her request.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5810522.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.