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TSB Bank plc

Financial Ombudsman decision DRN7941048 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

TSB’s policy of requiring two forms of identification for new customers (as Mr B was) is in line with standard banking practice and I cannot find fault with its position in this case.Identity checks and access

I agree with the adjudicator that TSB could have done much more than it did to deal with Mrs H’s complaint. Its responses took too long and Mrs H was put to a degree of inconvenience in pursuing matters.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN7941048.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.