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Sainsbury's Bank Plc

Financial Ombudsman decision DRN6892669 Not 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

Complaint handling, Service failure

In the Ombudsman’s words

Mr R complained, but he heard nothing. He chased it up, only to be told it had been referred to a back office team. This team had noted the system to say it didn’t have a copy of the direct debit terms and conditions to send Mr R. It had then closed Mr R’s complaint without getting back to him.Complaint handling

I find that Sainsbury’s let Mr R down on more than one occasion. I consider it was poor customer service that Mr R’s first complaint was closed without getting back to him.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN6892669.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.