Metro Bank PLC

Financial Ombudsman decision DRN-3329485 Upheld

Upheldoutcome, as published by the Ombudsman

£500redress stated in the decision

Fri Oct 28deadline 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

Mr C complains that changes Metro Bank PLC has made to its processes mean he can no longer access his account or carry out transactions as he doesn’t own a mobile phone.Identity checks and access

Metro Bank said that it had updated its processes in order to implement strong customer authentication, and it had taken the decision to authenticate by sending one-time passcodes to their customers’ mobile numbers.Service failure

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3329485.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.