TSB Bank plc

Financial Ombudsman decision DRN-6250679 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Tue Apr 28deadline 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

In the Ombudsman’s words

Mr A wasn’t satisfied and so he complained to this service. He said after the first payment was blocked, he made multiple large gambling transactions without any further checks, even though it was completely out of character. He said he experienced a mental health relapse linked to long-standing Bipolar Affective Disorder, during which time his gambling escalated, and TSB failed to identify signs of potential financial harm.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6250679.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.