Secure Trust Bank Plc

Financial Ombudsman decision DRN1151203 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

£200redress stated in the decision

Sun Nov 29deadline 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

Mr B complains about the way Secure Trust Bank Plc (“Secure Trust”) have dealt with his financial difficulties and circumstances.Treatment in financial difficulty

the agent was insensitive to the financial difficulties Mr B found himself in and didn’t take into account the health concerns the consumer had told her he was experiencing and which, I think it’s reasonable to suggest, should have alerted the business to his vulnerability.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN1151203.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.