Lowell Portfolio I Limited

Financial Ombudsman decision DRN-6318086 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Mon May 25deadline 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

Treatment in financial difficulty, Support for vulnerable customers

In the Ombudsman’s words

The Financial Conduct Authority (FCA) Consumer Credit Sourcebook (CONC) 7.3 requires firms to treat customers in financial difficulties with forbearance.Treatment in financial difficulty

The FCA’s guidance for firms on the fair treatment of vulnerable customers requires firms to identify vulnerability and take active steps to ensure they don’t disadvantage her.Support for vulnerable customers

Rules cited

FCA CONC (Consumer Credit sourcebook), Equality Act 2010, FCA Consumer Duty (PRIN 2A)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6318086.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.