Upheld: administrative error and misleading communication complaint against Shop Direct Finance Company Limited, trading as Very

Decision detail

Summary

Ms D complained that Very treated her unfairly after receiving notification in August 2025 that her account was paid in full, only to be told in September 2025 that a balance of approximately £530 remained outstanding. Very's agent N had made an error in the August letter. Very apologised in October 2025 and offered £50 compensation, which Ms D rejected as insufficient. The ombudsman upheld the complaint but found the £50 compensation fair, as Ms D suffered no direct financial loss and the situation was clarified within a reasonable timeframe, despite the distress caused.

The Ombudsman's reasoning

The ombudsman found that while N's error was distressing, the situation was clarified and an apology issued within a reasonable timeframe. Very's monthly statements contradicted N's letter, which should have prompted Ms D to seek clarification. Ms D suffered no direct financial loss. The £50 compensation was deemed fair to recognise the distress and inconvenience caused, as the role of the ombudsman is to resolve complaints based on what is fair and reasonable, not to punish businesses.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website