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Co-operative Bank Financial Advisers Limited

Financial Ombudsman decision DRN2198174 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

Support for vulnerable customers

In the Ombudsman’s words

The bank knew that Mrs R had health problems because she had previously explained that she found the contact from collections stressful. In these circumstances I consider that the bank did make an error in not properly explaining to Mrs R the default process before the letters were sent to her.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN2198174.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.