Not upheld: service failure in online banking system migration complaint against CAF Bank Limited
Financial Ombudsman decision DRN-5950723 of 2026-06-10T00:00:00+00:00. service failure in online banking system migration complaint against CAF Bank Limited. Outcome: Not upheld.
Decision detail
| Reference | DRN-5950723 |
|---|---|
| Decision date | 2026-06-10T00:00:00+00:00 |
| Firm | CAF Bank Limited |
| Product | Current account |
| Claim type | service failure in online banking system migration |
| Outcome | Not upheld |
| Remedy | £100 compensation already paid by CAF Bank is deemed fair and sufficient. The ombudsman left it to the Charity to decide whether to accept CAF Bank's additional offer of £100. |
Summary
A small family charity complained about CAF Bank's handling of its migration to a new online banking system in June 2025. The Charity experienced issues including non-receipt of log-in details at an unrecognised email address and inability to use a preferred browser for five months. CAF Bank acknowledged the migration had issues and paid £100 compensation. The ombudsman found the bank was entitled to upgrade its systems, resolved the email problem promptly once notified, and was not obliged to support the complainant's preferred browser, determining the £100 payment was fair remedy.
The Ombudsman's reasoning
The ombudsman found that while CAF Bank's system migration had administrative difficulties, the bank was entitled to upgrade its systems. Once made aware of the email address problem, the bank resolved it promptly. The ombudsman could not fairly uphold the complaint regarding browser compatibility as the bank was not obliged to ensure compatibility with Mr B's chosen browser. The £100 payment already made was deemed fair compensation for the issues that did arise.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| CAF Bank Limited, all decisions | 1 | 0% |
| Current account, all decisions | 45,590 | 19% |
Source
Read the original decision on the Financial Ombudsman Service website