Not upheld: Service failures generally complaint against Triodos Bank UK Limited

Decision detail

Summary

Mr W complained that Triodos Bank discriminated against him when he applied for an account because he was unable to take a selfie photograph meeting the bank's criteria due to a disability causing hand tremors. Triodos suggested stronger lighting and adaptive devices, but Mr W stated he could not use adaptive technology. The ombudsman did not uphold the complaint, finding that while the situation was problematic, the selfie requirement was not inherently unreasonable and alternative solutions such as having someone else take the photograph were available to Mr W.

The Ombudsman's reasoning

The ombudsman acknowledged that businesses should make reasonable adjustments for customers with disabilities. While the selfie requirement itself was not deemed inherently unreasonable for security purposes, the ombudsman considered what alternatives could enable Mr W to access an account. The ombudsman concluded that asking a trusted friend or professional to take a photograph on Mr W's behalf would be a reasonable solution that balances accessibility with security requirements.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website