TSB Bank plc

Financial Ombudsman decision DRN-3295705 Not upheld

Not upheldoutcome, as published by the Ombudsman

£100redress stated in the decision

Sun Jul 24deadline 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

In the Ombudsman’s words

Mr H complains TSB Bank plc didn’t help him enough when he said he was having problems receiving one-time passcodes. He says that this meant he wasn’t able to access his account on multiple occasions over a significant period of time.Identity checks and access

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3295705.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.