Metro Bank PLC

Financial Ombudsman decision DRN9838291 Upheld

Upheldoutcome, as published by the Ombudsman

£100redress stated in the decision

Sun Aug 11deadline 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

Miss S complains that Metro Bank PLC hasn’t made sufficient adjustments to its telephone banking system to accommodate her particular needs.Identity checks and access

Miss S has dyslexia and she’s asked Metro if she can access her account and undertake certain transactions over the telephone using low level security.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN9838291.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.