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TSB Bank plc

Financial Ombudsman decision DRN-2294873 Not upheld

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

Account closed or refused, Funds blocked or frozen

In the Ombudsman’s words

TSB decided to block access to Mr S’ accounts in late 2019. He engaged a professional representative to act on his behalf who contacted TSB. The representative asked TSB why the accounts were frozen, relayed concerns that direct debits might not be paid, and said Mr S and his family were struggling financially without access to the funds. TSB replied and said the reason for Mr S not being able to access the accounts was because of a processing delay. It unblocked the accounts after approximately two weeks and gave him two months’ notice that the accounts would close.Account closed or refused

TSB decided to block access to Mr S’ accounts in late 2019.Funds blocked or frozen

Rules cited

FCA DISP (Dispute Resolution), FCA BCOBS (Banking Conduct of Business)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2294873.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.