Principality Building Society

Financial Ombudsman decision DRN-5851402 Upheld

Upheldoutcome, as published by the Ombudsman

£350redress stated in the decision

Mon Jan 05deadline 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

Complaint handling, Service failure

In the Ombudsman’s words

Principality mistakenly decided Mr S’ complaint about the maturity of his regular saver account was a duplication of a previous complaint. This meant it didn’t deal with Mr S’ issues in a timely manner which caused him frustration.Complaint handling

I think Principality have made errors and caused Mr S distress, frustration and inconvenience.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5851402.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.