Capital One (Europe) plc

Financial Ombudsman decision DRN2908935 Upheld

Upheldoutcome, as published by the Ombudsman

£250redress stated in the decision

Sun Feb 09deadline 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

Support for vulnerable customers, Service failure

In the Ombudsman’s words

Mr S has asked Capital One to make adjustments to their written correspondence to him for over a year.Support for vulnerable customers

Capital One have still not made the adjustments they agreed to make following the investigator’s first assessment of the matter.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN2908935.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.