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Yorkshire Building Society

Financial Ombudsman decision DRN-6136350 Upheld

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

I fully understand Mr P’s distress at the way he was treated. That he felt dismissed for being elderly. Further that he was asked to prove he had savings when all his account details were online. As this was a substantial sum, I understand this would have made him anxious. I also understand that he has a medical condition.Support for vulnerable customers

I accept that he was spoken to in a patronising way, suggesting that he was mistaken about the existence of the account. And he was denied access to a manager.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6136350.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.