Unity Trust Bank Plc

Financial Ombudsman decision DRN-2476560 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Tue Sep 14deadline 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, Support for vulnerable customers

In the Ombudsman’s words

the employee didn’t ask any security questions to verify to whom he was speaking until many minutes into the callIdentity checks and access

Mr S suffers from a long-term mental health disability, including depression, PTSD and anxietySupport for vulnerable customers

Rules cited

FCA DISP (Dispute Resolution), Equality Act 2010

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2476560.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.