Opening/Closing Accounts Decision Reference 2022-0276

• Case Outcome: Rejected
• Reference: 2022-0276
• Date: 22 August 2022
• Year: 2022
• Subject Matter: Opening/Closing Accounts
• Finantial Sector: Banking
• Conducts Complained Of: Failure to process instructions in a timely manner,Delayed or inadequate communication, Dissatisfaction with customer service

Decision Ref:

2022-0276

Sector:

Banking

Product / Service:

Opening/Closing Accounts

Conduct(s) complained of:

Failure to process instructions in a timely manner

Delayed or inadequate communication

Dissatisfaction with customer service

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

This complaint concerns savings accounts held by the Complainant with the Provider.

The Complainant’s Case

On the 11 May 2020, the Complainant made a request/instruction to the Provider, in

branch, by way of a hand delivered letter, that his online savings account ending 346 and his

three-year fixed term deposit account ending 640, be closed and for the funds to be

transferred to a nominated account.

The Complainant’s letter, dated 11 May 2020, stated: -

“I understand my Online Regular Saver Account matured in December 2019

and that my Fixed Term 3 Year Deposit Account matured in April 2020,

despite the [Provider] not communicating these maturities with me.

Please accept this as my formal instruction to transfer the net credit funds

from each of the above accounts into my [third party bank] account... [...]

...Please issue a closing statement for each account together with a

certificate of interest for the years ending 2019 and 2020 respectively.

Separately, is there a reason why the [Provider] did not communicate with

me in advance of the maturity dates?”