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Northern Bank Limited

Financial Ombudsman decision DRN9622389 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, Support for vulnerable customers

In the Ombudsman’s words

When calling to complain, Mr M was told he would be called back, but no call was made. There was a delay in explaining how the error had come aboutComplaint handling

Mr M was left confused and the bank did not solve his complaints. I am satisfied that Mr M is a vulnerable customer of the bank and it had a duty to ensure he was not left confused and should have made more efforts to resolve the situation.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN9622389.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.