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National Savings and Investments

Financial Ombudsman decision DRN-4260161 Partly 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, Complaint handling

In the Ombudsman’s words

Mrs M, who is represented by her husband, complains she couldn’t access her funds for a considerable period following National Savings and Investments’ implementation of strong customer authentication.Identity checks and access

National Savings and Investments looked into Mrs M’s complaint and sent several (inconsistent) responses.Complaint handling

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4260161.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.