Not upheld: Service failures generally complaint against Halifax Share Dealing Limited, trading as IWeb Share Dealing

Decision detail

Summary

Mr J complained that IWeb unfairly restricted his share dealing account without notification or warning. IWeb requested Mr J contact via telephone and later visit a branch with ID for verification, but Mr J refused, requesting written communication only and citing health issues affecting his mobility. The ombudsman found IWeb's restriction was in line with regulatory obligations for ongoing customer monitoring and that the firm's verification procedures were reasonable. Although acknowledging Mr J's vulnerability and need for reasonable adjustments, the ombudsman concluded that Mr J's refusal to engage via telephone prevented discussion of alternative arrangements. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that IWeb's account restriction was in line with regulatory obligations for ongoing monitoring of customer relationships. While acknowledging Mr J's health-related vulnerability and need for reasonable adjustments, the ombudsman concluded that Mr J's refusal to engage with IWeb via telephone prevented discussion of alternative arrangements. The ombudsman determined that verification of identity could not reasonably be completed through written communication alone and that IWeb's request for branch attendance was appropriate. The ombudsman noted that had Mr J engaged via telephone, the firm likely would have discussed his support needs and agreed a suitable way forward.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website