Current Account Decision Reference 2025-0214

• Case Outcome: Rejected
• Year: 2025
• Reference: 2025-0214
• Date: 22 December 2025
• Subject Matter: Current Account
• Finantial Sector: Banking
• Conducts Complained Of: Dissatisfaction with general customer service,Complaint handling (Consumer Protection Code) , Failure to process instructions in a timely manner

Decision Ref:

2025-0214

Sector:

Banking

Product / Service:

Current Account

Conduct(s) complained of:

Dissatisfaction with general customer service

Complaint handling (Consumer Protection Code)

Failure to process instructions in a timely manner

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

Background

This complaint is about a Current Account (the “Account”).

The Complainant’s Case

This complaint relates to the Complainant's Current Account which he opened with the

Provider in November 2018. The Complainant states that in October 2021, he had a lot of

issues with accessing his Account details through the Provider's app. He says that upon

complaining to the Provider, he discovered that his contact details, that is, his email

address, was recorded incorrectly by the Provider on its systems. The Complainant submits

that he had further issues with the app in or about November 2021, when he was visiting

an EU country, and that this impacted his ability to book hotel accommodation. The

Complainant's current account was closed by the Provider in January 2022, and he

received a letter from a legal firm acting for the Provider, although he says that he did not

give his permission to the firm to deal with his account or the remaining closing balance.

The Complainant is not satisfied with the Provider's handling of his current account since

October 2021, he states he could not access his account balance/information.