TSB Bank plc

Financial Ombudsman decision DRN3030454 Upheld

Upheldoutcome, as published by the Ombudsman

£250redress stated in the decision

Tue Apr 30deadline 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

Mortgage administration, Service failure

In the Ombudsman’s words

Mr P and Ms D complain that TSB Bank plc mis-applied the repayments on their account and prevented them from repaying their mortgage without additional interest.Mortgage administration

I think TSB should have communicated better with Mr P and Ms D particularly in relation to the transfer of funds between the accounts in 2016.Service failure

Rules cited

FCA DISP (Dispute Resolution), Financial Services and Markets Act 2000

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN3030454.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.