Standing Order Decision Reference 2022-0267

• Case Outcome: Rejected
• Reference: 2022-0267
• Date: 16 August 2022
• Year: 2022
• Subject Matter: Standing Order
• Finantial Sector: Banking
• Conducts Complained Of: Dissatisfaction with customer service ,Failure to provide correct information, Failure to provide product/service information, Refusals (banking)

Decision Ref:

2022-0267

Sector:

Banking

Product / Service:

Standing Order

Conduct(s) complained of:

Dissatisfaction with customer service

Failure to provide correct information

Failure to provide product/service information

Refusals (banking)

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

This complaint concerns suggested customer service failings by the Provider, which include

the failure to assist the Complainant in November 2020 and to issue requested

documentation in a timely manner.

The Complainant’s Case

The Complainant says that he called into the Provider’s branch on 18 November 2020 and

requested an Application Form to amend the “banking details” on an existing ‘Standing

Order’ applicable to his monthly rent payments. The Complainant says that the Provider

“refused to provide me with the required Application Form”.

The Complainant states that he did not have access to the Provider’s online services as he

does not have a computer or “internet connection services”. The Complainant submits that

he was not given any assistance with his request, and when he enquired about the Provider’s

contact details, to lodge a formal complaint, he was denied this information also. The

Complainant was keen to amend the banking details for his rent payment, as soon as

possible. He proceeded to submit a written complaint by hand to the Provider branch, on

the same date, 18 November 2020.

The Complainant asserts he received a response from the Provider on 27 January 2021

“more than two months later” and “[a]s a result, [the Provider] did not provide access to the