TSB Bank plc

Financial Ombudsman decision DRN-5059581 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Tue Apr 01deadline 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

Funds blocked or frozen, Bereavement and power of attorney

In the Ombudsman’s words

I’ve seen from TSB’s policies that a death can be registered online or via email, as well as on the phone. And while Mrs W has disabilities which make it harder for her to go into branch, I’ve seen that she has regularly been emailing our Service so it’s reasonable to say she could’ve emailed TSB to log her husband’s passing sooner.Funds blocked or frozen

The estate of Mr W complaints TSB Bank plc failed to update the account in relation to Mr W’s passing and allowed transactions and direct debits to be withdrawn after the account should’ve been blocked.Bereavement and power of attorney

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5059581.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.