Capital One (Europe) plc

Financial Ombudsman decision DRN9779130 Upheld

Upheldoutcome, as published by the Ombudsman

£500redress stated in the decision

Thu Jul 09deadline 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

Unauthorised transaction, Credit file reporting, Complaint handling

In the Ombudsman’s words

Mrs K has complained that Capital One (Europe) plc is asking her to pay a debt run up on a credit card. She thinks someone else took out this credit card in her name.Unauthorised transaction

As she didn’t pay, a default was placed on her credit record.Credit file reporting

I’m not convinced that Capital One properly investigated Mrs K’s complaint at the time. This has resulted in her worrying for a considerable time, as well as having a default registered on her credit file. I consider it fair that Capital One pay her £500 for the inconvenience caused by their handling of her complaint.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN9779130.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.