Capital One (Europe) plc

Financial Ombudsman decision DRN2312832 Upheld

Upheldoutcome, as published by the Ombudsman

£75redress stated in the decision

Fri Jan 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

Treatment in financial difficulty, Complaint handling

In the Ombudsman’s words

Mr M couldn’t make his minimum credit card repayments while he was off work sick, and Capital One agreed that he could defer his payments.Treatment in financial difficulty

But Capital One didn’t tell Mr M that the restriction would be permanent, even when he was in a position to start making repayments again.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN2312832.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.