The Co-operative Bank Plc

Financial Ombudsman decision DRN-6288905 Upheld

Upheldoutcome, as published by the Ombudsman

£75redress stated in the decision

Tue May 12deadline 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

Complaint handling, Service failure

In the Ombudsman’s words

Co-op recognised that and made her an offer of £75 compensation. I’ve thought carefully about that offer, and about awards that I would generally make in circumstances such as these. Having done so I think that the offer Co-op made to Miss C is reasonable.Complaint handling

Co-op accepts that call didn’t proceed as smoothly as it should have done. The call handler failed to identify that a deferment of the repayments had been previously agreed. And she failed to correctly distinguish the difference between the loan account and the current account.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6288905.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.