Not upheld: Account closure without notice complaint against Furness Building Society
Financial Ombudsman decision DRN-4280179 of 2023-09-20T00:00:00+00:00. Account closure without notice complaint against Furness Building Society. Outcome: Not upheld.
Decision detail
| Reference | DRN-4280179 |
|---|---|
| Decision date | 2023-09-20T00:00:00+00:00 |
| Firm | Furness Building Society |
| Product | Savings / ISA |
| Claim type | Account closure without notice |
| Outcome | Not upheld |
| Remedy | None - complaint not upheld |
Summary
Miss R complained about Furness Building Society's closure of her account, which followed a request for further identification despite her having provided ID when opening the account in May 2016. Miss R argued that the information already held should have met a satisfactory threshold. However, the ombudsman reviewed the building society's terms and conditions and confirmed they explicitly reserved the right to conduct further identification checks as deemed necessary. Finding that Furness acted in accordance with its contractual terms and internal procedures, the ombudsman did not uphold the complaint.
The Ombudsman's reasoning
The ombudsman reviewed the terms and conditions and confirmed that Furness Building Society reserved the right to carry out further identification checks and request additional ID if necessary. The ombudsman was satisfied that Furness acted in accordance with both its contractual terms and internal procedures, and therefore could not conclude it acted unreasonably or unfairly.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Furness Building Society, all decisions | 43 | 5% |
| Account closure without notice, all decisions | 11,650 | 19% |
| Savings / ISA, all decisions | 7,667 | 22% |
Source
Read the original decision on the Financial Ombudsman Service website