NewDay Ltd

Financial Ombudsman decision DRN-5894012 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Wed Mar 04deadline 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

Ultimately, a lender should treat a customer in financial difficulty fairly.Treatment in financial difficulty

Aqua has informed our service that they placed Mr J’s account on hold in October 2021 due to considering Mr J a vulnerable customer.Support for vulnerable customers

Rules cited

FCA CONC (Consumer Credit sourcebook), CRM Code (APP scam reimbursement)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5894012.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.