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Al Rayan Bank PLC

Financial Ombudsman decision DRN-3989356 Upheld

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 S complains Al Rayan Bank PLC made changes to its digital banking that meant he was no longer able to access his account.Identity checks and access

I accept that in the meantime he’s not been receiving as good an interest rate as he could have done and that his account has also been made dormant. But for the reasons I’ve just given, I agree with our investigator that it wouldn’t be fair to hold Al Rayan responsible for either of these things.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3989356.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.