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Advanced Payment Solutions Limited

Financial Ombudsman decision DRN5233165 Upheld

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 B was, she said, clearly distressed at having lost the money he needed to pay his rent, and explained that he was homeless and without food.Support for vulnerable customers

I agree with the investigator that Cashplus seemed a little inflexible in its approach. It could have started the dispute process without a form sooner than it did, and it wasn't flexible either in its approach to Mr B’s accessibility needs.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN5233165.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.