Acenden Limited

Financial Ombudsman decision DRN5536611 Upheld

Upheldoutcome, as published by the Ombudsman

—no sum stated

Fri Jul 13deadline 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

Treatment in financial difficulty, Charges and fees

In the Ombudsman’s words

Acenden has a duty to make sure that any financial hardship is dealt with fairly, making sure all viable options have been explored.Treatment in financial difficulty

I’ve reviewed all the fees and charges on the account and I agree that the charges already identified by our investigator - and agreed to by Acenden - should be reversed.Charges and fees

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN5536611.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.