Not upheld: Account administration errors complaint against Atom Bank PLC

Decision detail

Summary

Mr R complained that Atom Bank's email notification of an interest rate reduction on his savings account was unclear and misleading due to the presentation and sequencing of information. Specifically, he felt the base rate reduction was made more prominent than his account's rate reduction, and that links to additional information created distraction. The ombudsman found the email clearly stated the rate reduction in its heading, explained the reason, and provided new rates in a clearly marked section, concluding the communication was fair, clear and not misleading. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found the email clearly stated from the outset that Atom was changing the interest rate, explained the reason (base rate reduction), and provided the new rates in a clearly headed section. The inclusion of a link to additional information was considered relevant context. The ombudsman noted that Mr R's prompt communication after receiving the email demonstrated he had fully understood the rate reduction. The ombudsman applied a fairness and reasonableness standard rather than strict regulatory interpretation, finding the email met this standard.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website