Not upheld: Service failures generally complaint against Allied Irish Banks Plc

Decision detail

Summary

Mr M complained that he experienced intermittent issues accessing AIB's banking app, which prevented him from accessing his account when desired. AIB investigated the matter multiple times and attempted various troubleshooting solutions but found no error with its software. The ombudsman did not uphold the complaint, finding that AIB had taken reasonable steps to investigate and support Mr M, and that the intermittent nature of the issue suggested it was linked to Mr M's device rather than a fault with AIB's app or service. The ombudsman noted that Mr M could access his account through alternative means, including online banking with a card reader.

The Ombudsman's reasoning

The ombudsman concluded that AIB had taken reasonable steps to investigate and support Mr M by going through various troubleshooting solutions to rule out known issues. Given that the issue was intermittent rather than consistent, and that Mr M could access his account through alternative means (online banking with card reader), the ombudsman determined on balance that the issue was more likely related to Mr M's device compatibility rather than a fault with AIB's app or service. Therefore, AIB had not acted unfairly or unreasonably.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website