TSB Bank plc

Financial Ombudsman decision DRN-3141027 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Mon Apr 25deadline 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, Complaint handling

In the Ombudsman’s words

one-time passcodes he needed to authorise transactions weren’t coming throughIdentity checks and access

TSB started investigating Mr C’s complaint, and suggested he consider using telephone banking in the meantimeComplaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3141027.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.