Capital One (Europe) plc

Financial Ombudsman decision DRN0577799 Upheld

Upheldoutcome, as published by the Ombudsman

—no sum stated

Mon Apr 11deadline 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

The issue for me to look at is Capital One’s handling of Ms J’s complaint and whether the £75 it’s offered her is fair and reasonable.Complaint handling

I do find that Capital One made a mistake in January when it sent Ms J’s debt to a debt recovery firm by accident.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN0577799.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.