Firms › Foundation for Credit Counselling ›

Foundation for Credit Counselling

Financial Ombudsman decision DRN9263442 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

Support for vulnerable customers, Service failure

In the Ombudsman’s words

Mrs D says that when she spoke to Stepchange in March 2016 she wasn’t taking her medication and was suffering with depression.Support for vulnerable customers

Mrs D complains that Foundation for Credit Counselling (trading as Stepchange) didn’t provide her with the service it should have, given her situation, and that it mismanaged her debt management plan (DMP).Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN9263442.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.