Secure Trust Bank Plc

Financial Ombudsman decision DRN-2297238 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Thu Dec 10deadline 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 T called Secure Trust on 10 December after trying to set up a new account... she was unable to answer all the initial security questions and further questions were asked.Identity checks and access

She says that she received multiple emails saying she had changed her nominated bank details when this wasn’t trueService failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2297238.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.