TSB Bank plc

Financial Ombudsman decision DRN-2671616 Upheld

Upheldoutcome, as published by the Ombudsman

£50redress stated in the decision

Mon Apr 12deadline 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

Account closed or refused, Identity checks and access

In the Ombudsman’s words

Mr L is unhappy TSB Bank plc wasted his time during the application process of opening a new personal current account as they refused his proof of address documents on two separate occasions.Account closed or refused

The branch accepted Mr L’s passport as proof of his identification, but Mr L’s proof of address document was not acceptable as it was a utility’s arrears letter and not a utility bill.Identity checks and access

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2671616.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.