Current Account Decision Reference 2022-0173

Case OutcomeRejected
Subject MatterCurrent Account
Reference2022-0173
Date26 May 2022
Finantial SectorBanking
Conducts Complained OfMaladministration,Dissatisfaction with customer service , Failure to provide accurate account/balance information , Failure to provide correct information
Decision Ref:
2022-0173
Sector:
Banking
Product / Service:
Current Account
Conduct(s) complained of:
Maladministration
Dissatisfaction with customer service
Failure to provide accurate account/balance
information
Failure to provide correct information
Outcome:
Rejected
LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN
This complaint concerns banking facilities held by the Complainant with the Provider.
The Complainant’s Case
The Complainant submits that on 23 February 2018, she received a letter from the Provider
to inform her that the overdraft facility on the account in question would expire on 15 April
2018.
She says that she received a further letter dated 26 April 2018 which stated that the
overdraft facility would expire on 13 June 2018.
The Complainant states that she subsequently received a letter from the Provider on 22 June
2018 which informed her that the overdraft facility had expired and that it had been
removed from her bank account.
The Complainant submits that on 16 July 2018 she received a letter from the Provider
requesting the provision of information in relation to a loan facility, in order to review her
business circumstances so that it may consider the appropriateness of offering her an
alternative payment arrangement or payment restructuring, pertaining to the account in
question. The Complainant states that the Provider informed her in this letter that failure to
provide this information within 22 business days, would deem her to be “not co-operating”

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