Not upheld: service failure in account switching process - delayed delivery of account documentation complaint against Northern Bank Limited trading as Danske Bank

Decision detail

Summary

Mr Y switched his current account to Danske Bank on 28 June 2025 but did not receive his account documentation, card, and PIN for approximately one month, causing him frustration and an overdraft situation. He complained about the delays and the impact on his switching bonus eligibility. Danske apologised for the delivery delays, explained they were outside their control, provided alternative access methods when Mr Y contacted them, arranged a replacement card and PIN, and extended his switching incentive deadline. The ombudsman found that Danske kept Mr Y adequately informed, dispatched documentation promptly, and acted reasonably in addressing his concerns, therefore not upholding the complaint.

The Ombudsman's reasoning

The ombudsman found that Danske acted reasonably in dispatching the card and PIN promptly on 30 June 2025 and that delays in postal delivery were outside their control. Danske kept Mr Y informed throughout the process via email, text, and letters, and when he finally contacted them on 29 July 2025, they provided his account details, arranged a replacement card and PIN, and offered assistance with online banking. The ombudsman noted that the switching timeline was made clear to Mr Y at the point of application, and Danske reasonably extended the switching incentive deadline to compensate for the inconvenience caused by the delivery delays.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website