Multiple Products/Services Decision Reference 2020-0281

Case OutcomeRejected
Subject MatterMultiple Products/Services
Reference2020-0281
Date25 August 2020
Conducts Complained OfFailure to process instructions
Finantial SectorBanking
Decision Ref:
2020-0281
Sector:
Banking
Product / Service:
Multiple Products/Services
Conduct(s) complained of:
Failure to process instructions
Outcome:
Rejected
LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN
The complaint relates to the Complainant’s request to the Provider to receive electronic
account statements instead of paper statements in respect of his two accounts with the
Provider.
The Complainant’s Case
The Complainant states that when he opened a bank account in July 2015 and subsequently
a credit card account with the Provider, he was advised that the Provider was not doing
electronic statements as it was fairly new to the market but it was something it would bring
in shortly. He states that he enquired every six months or so as to what was happening but
was told that it was something the Provider was still working on, and hoping to bring in
shortly.
The Complainant states that he experienced an event in late 2018 where his credit card
details were compromised, and although the Provider flagged this to him, it was unable to
explain how the details had been compromised. As a result, the Complainant states that he
was concerned that the fact that the account statements issued to him by post, could pose
a security risk.
The Complainant states that he requested the Provider to discontinue issuing paper
statements to him due to the potential security risks. The Provider responded that it was
unable to issue exclusively electronic statements.
The Complainant queries why the Provider is unable to send electronic statements when
other financial institutions are in a position to provide that service. The Complainant wants
his account statements issued in exclusively electronic from henceforth.

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