TSB Bank plc

Financial Ombudsman decision DRN1721368 Upheld

Upheldoutcome, as published by the Ombudsman

£150redress stated in the decision

Fri Jul 19deadline 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, Complaint handling

In the Ombudsman’s words

TSB should be aware of their responsibility to deal with consumers positively and sympathetically where they have financial difficulties.Treatment in financial difficulty

I appreciate there was some miscommunication by TSB about the fuel transactions. And I think TSB could have better explained to Mr B that they could send the account to collections despite the ongoing complaint.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN1721368.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.