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TSB Bank plc

Financial Ombudsman decision DRN-5472832 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

Support for vulnerable customers

In the Ombudsman’s words

During the second call, Mr S disclosed that he lives with a disability that affects his memory. He mentioned that he was given a security code for telephone banking – but asked if there were other ways he could be verified, such as through his phone number or through voice recognition. The agent explained the call verification process to Mr S and said that he would need his security code to use some telephone banking facilities. I think the agent could have taken this opportunity to ask Mr S what support – if any – he required.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5472832.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.