Capital One (Europe) plc

Financial Ombudsman decision DRN8699771 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

£100redress stated in the decision

—deadline 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

I consider that Capital One’s handling of the complaint, and in particular its incorrect explanation of how cashback for a given year is calculated, to have been confusing and inconsistent.Complaint handling

Capital One acknowledged in a letter to Ms S dated 19 October 2012 that this had been poor customer service, and it apologised for any upset and distress that it had caused Ms S.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN8699771.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.