The Co-operative Bank Plc

Financial Ombudsman decision DRN4703077 Upheld

Upheldoutcome, as published by the Ombudsman

£75redress stated in the decision

Sat Oct 19deadline 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, Support for vulnerable customers

In the Ombudsman’s words

Co-op accepts it made another error when it didn’t treat Mr F’s September email as a new complaint. As a result it didn’t respond correctly and promptly.Complaint handling

Mr F has a hearing impairment. He complains about the communication methods offered by the Co-op to him, as F’s representative.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN4703077.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.