TSB Bank plc

Financial Ombudsman decision DRN7594927 Upheld

Upheldoutcome, as published by the Ombudsman

£10,000redress stated in the decision

Wed Mar 23deadline 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

Mortgage administration, Complaint handling

In the Ombudsman’s words

Mr and Mrs R complain that TSB Bank plc treated them unfairly when it said that it wouldn’t increase the term of their mortgage by two years.Mortgage administration

I have thought very carefully about the redress and compensation to be paid to Mr and Mrs R. On the service side I have already recommended that £400 compensation be paid for the upset and distress arising from the bank telling Mr and Mrs R different things at different times.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN7594927.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.