Fixed Rate Decision Reference 2023-0286

• Case Outcome: Rejected
• Year: 2023
• Date: 20 December 2023
• Reference: 2023-0286
• Subject Matter: Fixed Rate
• Finantial Sector: Banking
• Conducts Complained Of: Failure to consider vulnerability of customer,Complaint handling (Consumer Protection Code) , Dissatisfaction with customer service

Decision Ref:

2023-0286

Sector:

Banking

Product / Service:

Fixed Rate

Conduct(s) complained of:

Failure to consider vulnerability of customer

Complaint handling (Consumer Protection Code)

Dissatisfaction with customer service

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

This complaint concerns a mortgage account.

The Complainants’ Case

The Complainants state that the Second Complainant suffers from a “serious…. medical

condition” and that the Provider failed to treat her with “respect or decency” in light of

that condition. The Complainants assert that letters were issued by the Provider which

they believe to be “unrespectful” and were issued with “no signature of any kind”.

They complain that the Provider has not complied with its duties under the Consumer

Protection Code 2012 (CPC) in relation to treatment of vulnerable customers and also that

it failed to comply with the Second Complainant’s rights in relation to “Fair Procedure”

under the Constitution.

The Complainants state that the “stress and pressure” applied by the Provider had an

adverse effect on the Second Complainant’s “health and wellbeing”. The Complainant

wants a “case manager” to be designated to liaise with them and to provide contact

details on all correspondence issued to the Complainants. They further want the Provider