TSB Bank plc

Financial Ombudsman decision DRN-1529406 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Mon Jul 13deadline to accept (not the decision date)

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Identity checks and access, Service failure

In the Ombudsman’s words

Mrs B holds a Power of Attorney for her mother Mrs W in order to manage her financial affairs. In June 2018, Mrs B obtained full access to her mother’s account, and TSB provided her with a debit card.Identity checks and access

TSB acknowledge that there was a clear failing in the level of service Mrs B was entitled to receive.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-1529406.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.