TSB Bank plc

Financial Ombudsman decision DRN6562956 Upheld

Upheldoutcome, as published by the Ombudsman

£100redress stated in the decision

Mon Nov 12deadline 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

Service failure

In the Ombudsman’s words

I think that If TSB had fully explained the requirements for converting the account at the outset the conversion could have taken place without too much difficulty. I’m not satisfied the process was explained and this has caused Ms S and Mr S unnecessary trouble and upset.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN6562956.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.