Multiple Products/Services Decision Reference 2020-0281

• Jurisdiction: Ireland
• Case Outcome: Rejected
• Reference: 2020-0281
• Year: 2020
• Date: 25 August 2020
• Subject Matter: Multiple Products/Services
• Conducts Complained Of: Failure to process instructions
• Finantial Sector: Banking

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.