Not upheld: Account administration errors complaint against Buckinghamshire Building Society

Decision detail

Summary

Mr G complained that Buckinghamshire Building Society failed to transfer his funds by faster payment when he closed his account, instead using BACS, which delayed the money reaching his designated account until 1 October 2020. Mr G claimed he needed the money urgently to help a friend and was upset by the delay and Buckinghamshire's complaint handling. The ombudsman found that Mr G did not communicate any urgency or time constraints to Buckinghamshire in his letter or calls, the account terms and conditions permitted BACS transfer, and even if faster payment had been used the delay would have been minimal. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that Mr G failed to communicate any urgency or time constraints to Buckinghamshire, either in his written request or during subsequent calls. The account terms and conditions explicitly permitted transfer by BACS, and Buckinghamshire acted in accordance with these terms. Even if faster payment had been used, the delay would have been minimal and would not have materially affected the outcome.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website