Not upheld: Credit file / adverse marker disputes complaint against Skipton Building Society

Decision detail

Summary

Mr S complained that Skipton Building Society failed to reinvest his maturing savings account funds into a fixed rate savings bond as he wished, instead automatically moving them to an instant access account. Mr S claimed he had sent maturity instructions via email, but Skipton had no record of receiving them. The ombudsman found that Mr S had used an incorrect email address, making it unlikely Skipton received the instructions. Additionally, when Skipton's agent later offered to investigate honouring Mr S's wishes, Mr S explicitly declined upon learning the funds would not be easily accessible. The complaint was not upheld as no fault or financial loss was found.

The Ombudsman's reasoning

The ombudsman found that Mr S used an incorrect email address when attempting to send maturity instructions, making it more likely than not that Skipton did not receive them. The absence of a failed delivery notice does not prove receipt. Additionally, when Skipton's agent offered to investigate alternative arrangements, Mr S explicitly declined this offer upon learning the funds would not be easily accessible. Therefore, no fault was found on Skipton's part, and no financial loss was caused to Mr S.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website