TSB Bank plc

Financial Ombudsman decision DRN2635579 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Thu Feb 20deadline 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

allowed her account statements to be sent to a family member’s addressIdentity checks and access

TSB says its records show Ms C attended a branch in 2016 to change the address and doesn’t accept making a mistake. It accepts it didn’t deal with part of Ms C’s complaint as it should and has paid a total of £375 compensation.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN2635579.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.