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Capquest Debt Recovery Limited
Financial Ombudsman decision DRN-6025319 Upheld
Upheldoutcome, as published by the Ombudsman
£150redress stated in the decision
Fri Feb 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
Support for vulnerable customers, Service failure
In the Ombudsman’s words
Mr H has also raised concerns saying Erudio were aware of his health conditions earlier than they’ve said – and that he wasn’t offered the option of having a third party to help him manage his account.Support for vulnerable customers
I do think Erudio set the bar higher than necessary for the provision of medical evidence and weren’t as clear as they should have been about the requirements.Service failure
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6025319.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.