Not upheld: Account closure without notice complaint against BW Legal Services Limited

Decision detail

Summary

Miss L complained that a debt collection agent from BW Legal was aggressive and intimidating during a phone call regarding a broken repayment plan caused by her job loss. BW Legal declined to uphold the complaint. The ombudsman reviewed the call recording and found the agent was professional, polite, and understanding throughout, asking appropriate questions and offering financial assistance. Although Miss L experienced stress and a panic attack after the call, the ombudsman concluded this was attributable to the stressful subject matter rather than the agent's conduct. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman listened to the call recording and found the agent was polite throughout, did not raise his voice, and was understanding of Miss L's situation. The questions asked were appropriate given the circumstances. The agent offered financial assistance and referrals to debt charities. The ombudsman concluded that Miss L's stress and upset were more likely attributable to the subject matter of the call (her financial difficulties) rather than the agent's conduct. The ombudsman noted that Miss L initiated the call and therefore chose a time suitable for her.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website