TSB Bank plc

Financial Ombudsman decision DRN-3354023 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Tue Apr 05deadline 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

they could no longer access their bank account online because they live overseas and TSB wouldn’t send one-time passcodes to non-UK telephone numbersIdentity checks and access

Rules cited

Payment Services Regulations 2017, Equality Act 2010

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3354023.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.