Capital One (Europe) plc

Financial Ombudsman decision DRN-5990430 Not upheld

Not upheldoutcome, as published by the Ombudsman

£100redress stated in the decision

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

Identity checks and access, Complaint handling

In the Ombudsman’s words

Mr W was unhappy with how Capital One wanted to verify his identity over the phoneIdentity checks and access

I agree that some of the service Mr W received could have been better, but I’m satisfied that Capital One has already fairly compensated Mr W for this by paying him £50.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5990430.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.