NewDay Ltd

Financial Ombudsman decision DRN-5817785 Upheld

Upheldoutcome, as published by the Ombudsman

£50redress stated in the decision

Tue Mar 31deadline 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

Unauthorised transaction, Support for vulnerable customers

In the Ombudsman’s words

Mr K complains that NewDay Ltd won’t refund disputed transactions made from his account.Unauthorised transaction

I appreciate that NewDay didn’t have a record of Mr K’s disability on their system, however, I’m satisfied that once Mr K mentioned he had a carer – and showed signs of confusion on the call – NewDay should have been more empathetic to his needs.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5817785.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.