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Secure Trust Bank Plc

Financial Ombudsman decision DRN1194673 Upheld

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, Service failure

In the Ombudsman’s words

Miss P experienced a change in her financial circumstances and was no longer able to make the monthly payments. The account fell into arrears.Treatment in financial difficulty

I think at this point it would have been clear to Money Way that Miss P was experiencing financial difficulties and was unable to meet the contractual payments. In these circumstances I would have expected Money Way to respond positively and sympathetically to Miss P and to support her going forward.. I would also expect Money Way to have discussed VT and VS with Miss P at this point, because she was eligible for both. Money Way didn’t do either of these things.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN1194673.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.