Current Account Decision Reference 2024-0048

Year2024
Reference2024-0048
Date28 March 2024
Subject MatterCurrent Account
Finantial SectorBanking
Conducts Complained OfDissatisfaction with customer service ,Failure to process instructions
Decision Ref:
2024-0048
Sector:
Banking
Product / Service:
Current Account
Conduct(s) complained of:
Dissatisfaction with customer service
Failure to process instructions
Outcome:
Rejected
LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN
This complaint relates to customer service call handling waiting times.
The Complainant’s Case
The Complainant sets out that in May 2021 he attempted to contact the credit card
services department of the Provider bank by telephone to discuss an issue with his credit
card. The Complainant submits that his telephone call was on hold for a “sixteen-minute
waiting time, with no end in sight.” The Complainant states that the calls are “premium call
charges… 25 cent per minute.” After an extended waiting period he “ended the call
[himself].” The Complainant submits that the Provider cannot apportion blame here to
Covid-19. He says that this “carry on is going on for too long and it's getting worse.” The
Complainant submits that he is unhappy that he is not informed about “the length of time
[he] will be waiting” or “where [he] is positioned in the queue.”
The Complainant is dissatisfied with the customer service that he has received from the
Provider when he telephones it and has suggested making the telephone lines “freephone
numbers.” The Complainant logged a formal complaint with the Provider on 28 May 2021.
The Complainant wants the Provider to provide better customer care and “better, more
prompt [service], less time waiting when [he] calls [customer service numbers for the
Provider].”

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