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Shop Direct Finance Company Limited

Financial Ombudsman decision DRN9223400 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

Support for vulnerable customers, Service failure

In the Ombudsman’s words

I certainly think there are questions surrounding whether Very did enough to support Mr W in light of what he’d told them about his disabilities. I would always expect reasonable adjustments to be made in such circumstances.Support for vulnerable customers

On everything I’ve reviewed I can see that Very didn’t provide Mr W with the level of customer service which I’d have expected.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN9223400.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.