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Starling Bank Limited
Financial Ombudsman decision DRN-6337699 Upheld
Upheldoutcome, as published by the Ombudsman
£200redress stated in the decision
Mon Jun 15deadline 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, Support for vulnerable customers
In the Ombudsman’s words
Starling’s systems detected that it was a new device and amongst other things, it required a video of her reading a phrase as part of its verification process before she could have access to her account.Identity checks and access
Mrs C has complained that Starling Bank Limited failed to make reasonable adjustments for her disabilities.Support for vulnerable customers
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6337699.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.