Not upheld: Service failures generally complaint against Cynergy Bank Plc

Decision detail

Summary

Mrs R complained to Cynergy Bank after discovering that her nominated account change request from July 2024 had not been properly processed, causing her to miss a bonus deadline of 31 March 2025 when she attempted to rectify the issue in March 2025. She also complained about long telephone wait times. Cynergy acknowledged the July 2024 request and sent a confirmation email, but the account was linked to bank N rather than her intended destination. When Mrs R requested a change to bank S in March 2025, Cynergy conducted required COP checks and completed the change on 27 March 2025, but this was too late for the bonus deadline. The ombudsman found that Cynergy had acted fairly and reasonably throughout, properly processing Mrs R's instructions and conducting necessary verification checks in a reasonable timeframe, and therefore did not uphold the complaint.

The Ombudsman's reasoning

The ombudsman found that while Mrs R's nominated account was not properly updated in July 2024 as she intended, Cynergy did acknowledge and process her change request at that time. The confirmation email only confirmed that changes were made, not the specific details. When Mrs R requested the change to bank S in March 2025, Cynergy properly conducted the required COP checks and completed the change on 27 March 2025 in a reasonable timeframe. The ombudsman could not establish that Cynergy made an error in July 2024 or acted unfairly in March 2025. The long call wait times were attributed to higher than usual volumes, which the ombudsman found acceptable.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website