Upheld: failure to provide reasonable adjustments; failure to maintain accessibility requirements complaint against Telefonica UK Limited

Decision detail

Summary

Mr H complained that Telefonica UK Limited failed to provide documents in an alternative format as previously requested. In October 2025, Mr H's reasonable adjustment record was deactivated without his request, and he subsequently received correspondence he could not read, including arrears and default notices. Although Telefonica attempted to contact Mr H by phone, the ombudsman found this was insufficient given Telefonica's clear knowledge of his permanent disability and long-standing adjustment requirement. The ombudsman upheld the complaint and ordered Telefonica to reinstate the reasonable adjustment, contact Mr H to confirm his needs, and pay £100 compensation.

The Ombudsman's reasoning

On balance of probabilities, the record was updated in error by Telefonica, as Mr H did not request the change and it was not discussed during his call on the day of the update. Although Telefonica attempted to contact Mr H by phone, this was insufficient given that Telefonica had clear knowledge of his permanent disability and reasonable adjustment requirement since 2020. Telefonica should have foreseen the issues and made further efforts to engage with Mr H, such as using alternative format documents or other contact methods.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website