R. Raphael & Sons Limited

Financial Ombudsman decision DRN5694334 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

£100redress stated in the decision

Mon Jul 20deadline 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

She wasn’t happy though that it had dealt fairly and reasonably with Mr K’s concerns.Complaint handling

Monument has said it didn’t respond to a letter Mr K sent about the refund offer due to an administration error.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN5694334.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.