Lowell Financial Ltd

Financial Ombudsman decision DRN9766791 Not upheld

Not upheldoutcome, as published by the Ombudsman

£2,660redress stated in the decision

Fri Jul 12deadline 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, Support for vulnerable customers

In the Ombudsman’s words

incorrectly telling them they were entitled to a refund when this wasn't the case and not correcting this misunderstanding until it issued its final response letterComplaint handling

Miss A was vulnerable due to her personal circumstances at the timeSupport for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN9766791.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.