Capital One (Europe) plc

Financial Ombudsman decision DRN3039105 Upheld

Upheldoutcome, as published by the Ombudsman

£125redress stated in the decision

—deadline 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

Complaint handling, Service failure

In the Ombudsman’s words

The bank gave him inaccurate answers by phone, and didn’t reply to his three complaint letters for a long time and then didn’t answer all his points.Complaint handling

I find that the bank’s helpdesk phone service was very poor. It kept Mr D waiting, and kept putting him on hold. It gave him inaccurate answers at all levelsService failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN3039105.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.