Masthaven Bank Limited

Financial Ombudsman decision DRN-4016548 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Tue Aug 22deadline 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

Mr C contacted Masthaven to query how to change his password with it.Identity checks and access

Masthaven agreed that it should have registered Mr C’s dissatisfaction as a complaint when he first expressed it.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4016548.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.